Sage CRM. Sage CRM 7.3 User Guide

Transcription

1 Sage CRM Sage CRM 7.3 User Guide

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3 Copyright 2014 Sage Technologies Limited, publisher of this work. All rights reserved. No part of this documentation may be copied, photocopied, reproduced, translated, microfilmed, or otherwise duplicated on any medium without prior written consent of Sage Technologies Limited. Use of the software programs described herein and this documentation is subject to the End User Licence Agreement enclosed in the software package, or accepted during system sign-up. Sage, and the Sage logo are registered trademarks or trademarks of The Sage Group PLC. All other marks are trademarks or registered trademarks of their respective owners.

4 Contents Chapter 1: About this guide 1-1 How this guide is organized 1-1 Introduction to CRM 1-3 Chapter 2: Getting started 2-1 Logging on 2-1 Changing your password 2-1 Resetting your password 2-2 Logging off 2-2 Basic screen elements 2-2 Tabs 2-3 Navigating 2-6 Onscreen coaching 2-9 Getting help 2-9 Chapter 3: Finding information 3-1 Basic search techniques 3-1 Searching for a Person 3-3 Searching for a Company 3-4 Finding an Opportunity 3-4 Finding a Case 3-4 Using Advanced Find 3-5 Using Keyword Search 3-7 Working with saved searches 3-10 Working with lists 3-11 Setting a default Find screen 3-13 Chapter 4: Adding customer information 4-1 Pop Out List or Menu Button with Context Area 4-2 Adding a new company 4-2 Validation errors 4-7 Territory management 4-7 Updating an existing company 4-7 User Guide Contents i

5 Contents Working with relationships 4-11 Working with notes 4-13 Building a company team 4-13 Adding a person without a company link 4-13 Reassigning a person to a company 4-14 Working with duplicates 4-14 Deleting company or person records 4-17 Chapter 5: Appointments and tasks 5-1 Creating a task 5-1 Creating an appointment 5-1 Scheduling a callback 5-2 Communication fields and icons 5-2 Scheduling unlinked communications 5-9 Scheduling a quick appointment or task 5-9 Notifications 5-9 Changing the status of a communication 5-10 Finding a communication 5-10 Adding attachments to tasks 5-10 Reassigning an existing task to a colleague 5-11 Scheduling a task for a colleague 5-11 Checking a colleague s calendar 5-11 Navigating your calendar 5-12 Meeting planner 5-14 Reviewing contact history 5-15 Inviting external attendees to a meeting 5-15 Recurring appointments 5-16 Deleting a communication 5-17 Chapter 6: 6-1 Sage CRM 6-1 Setting a default template 6-1 Sending an 6-1 Contents ii Sage CRM

6 Contents Using Microsoft Outlook to send s 6-1 Replying to an 6-2 Converting s 6-2 Filing inbound and outbound s 6-2 shortcut keys 6-3 Chapter 7: Exchange Integration 7-1 What is Exchange Integration? 7-1 Getting Started with Exchange Integration 7-1 Synchronizing Contacts 7-2 Contacts: CRM to Exchange 7-2 Contacts: Exchange to CRM 7-3 Synchronizing Tasks 7-3 Tasks: CRM to Exchange 7-4 Tasks: Exchange to CRM 7-4 Synchronizing appointments 7-4 Appointments: CRM to Exchange 7-5 Appointments: Exchange to CRM 7-6 Stub Appointments 7-6 Reviewing Exchange Integration Logs 7-7 Installing the Outlook Plug-in for Exchange Integration 7-7 Working with the Outlook Plug-in for Exchange Integration 7-9 File 7-9 Add Contact 7-10 Chapter 8: Classic Outlook integration 8-1 Downloading the Outlook plug-in for Classic Outlook integration 8-1 Setting up Exchange to work with Office Using CRM from within Outlook (Classic Outlook integration) 8-3 Synchronizing contacts (Classic Outlook integration) 8-5 Adding contacts: CRM to Outlook (Classic Outlook integration) 8-5 Adding Contacts: Outlook to CRM (Classic Outlook integration) 8-6 Changing and deleting contacts (Classic Outlook integration) 8-7 User Guide Contents iii

7 Contents Viewing Detailed Contact Information from Outlook (Classic Outlook integration) 8-7 Synchronizing appointments and tasks (Classic Outlook integration) 8-8 Reviewing synchronization conflicts (Classic Outlook integration) 8-10 Reviewing skipped items (Classic Outlook integration) 8-11 Attaching shared documents to Outlook s (Classic Outlook integration) 8-12 Filing s from Outlook to CRM (Classic Outlook integration) 8-12 Reinstalling the Outlook plug-in for Classic Outlook integration 8-13 Uninstalling the Outlook plug-in for Classic Outlook integration 8-13 Chapter 9: Managing documents 9-1 Downloading the CRM plug-in 9-1 Mail merge templates 9-1 Performing a mail merge 9-2 Uploading an image file 9-2 Creating a new template and adding merge fields 9-3 Creating a quote or order template 9-5 Creating a new template in Microsoft Word 9-6 Uploading a Word document template 9-7 Tracking documents on the Documents tab 9-8 Retrieving a merged document from the Documents tab 9-8 Adding a document to the Documents tab 9-8 Document Drop 9-9 Drop Files Here area 9-10 Linking correspondence to a customer 9-10 Dropping a document onto the Documents tab 9-11 Shared documents 9-11 Chapter 10: Running reports 10-1 Sample reports 10-1 Running a report 10-1 Saving report search criteria 10-4 Adding favorite reports 10-5 Changing report display options 10-5 Contents iv Sage CRM

8 Contents Interacting with report charts 10-8 Chapter 11: Working with lists 11-1 Introduction to list actions 11-1 Start mail merge 11-1 New task 11-2 Send s 11-2 Export to file 11-2 Chapter 12: Sales opportunities 12-1 What's an opportunity? 12-2 Creating a new opportunity 12-3 Adding products to an opportunity 12-7 Progressing an opportunity Generating a quick quote or order Sending a quick quote or order Sending a quote Turning a quote into an order Printing an order Closing a sale Losing a deal Manually progressing opportunities Viewing the opportunities pipeline Running an opportunity report Viewing current opportunities Creating an opportunity from other contexts Deleting an opportunity Creating quotes and orders outside the opportunity context Finding a quote Finding an order Chapter 13: Sales forecasting 13-1 What is sales forecasting? 13-1 Sales forecasting terminology 13-1 User Guide Contents v

9 Contents Creating a forecast for yourself 13-3 Submitting a forecast 13-4 Viewing past submitted forecasts 13-4 Working with your team's forecasts 13-4 Administrator access to forecasts 13-5 Chapter 14: Leads 14-1 What is a lead? 14-1 Creating a new lead 14-2 Searching for an existing lead 14-6 Matching a lead to an existing company 14-6 Qualifying a lead 14-6 Converting a lead to an opportunity 14-7 Manually progressing leads 14-8 Viewing the leads pipeline 14-8 Viewing leads assigned to you 14-9 Creating a lead from My CRM Deleting a lead Chapter 15: Outbound call handling 15-1 Introduction to outbound call handling 15-1 Outbound call handling buttons 15-1 Outbound call handling tabs 15-2 Accessing outbound calls 15-2 Working with outbound calls 15-3 Chapter 16: Groups 16-1 Introduction to groups 16-1 Technical overview of groups 16-2 Groups tab 16-2 Creating a group 16-2 Creating a group from the Groups tab 16-2 Group action buttons 16-3 Creating a group from the Wave Activities tab 16-5 Contents vi Sage CRM

10 Contents Creating a group based on a primary entity search 16-5 Adding a primary entity record to a static group 16-5 Adding multiple records to a group 16-6 Adding multiple records to a group using Find/Saved Search 16-6 Adding multiple records to a group using Advanced Find 16-6 Adding the records of a group to another group 16-6 Refreshing a group 16-7 Editing a group 16-7 Performing a mass update on a group 16-7 Updating group territories 16-8 How group information is stored 16-9 Key attribute data generated by groups Adding group list information to a tab Exporting group information Viewing an exported group Sending mass s Sending s to groups Sending E-marketing s to groups Chapter 17: Campaign management 17-1 What is campaign management? 17-1 Adhering to anti-spam regulation 17-2 Setting up a new campaign 17-3 Campaign, wave and wave activity fields 17-3 Campaign wave activity action types 17-6 Cloning a campaign 17-8 Performing an internal mail merge 17-8 Scheduling an internal telesales activity 17-9 Setting up new response codes 17-9 Creating a new group based on responses to follow-up calls Setting up outbound call handling Reporting on opportunities generated through campaigns User Guide Contents vii

11 Contents Setting up an E-marketing campaign Creating an E-marketing E-marketing Fields Setting up a drip marketing campaign Creating a Drip Marketing Drip Marketing Fields Creating a Drip Marketing Call List Editing E-marketing Templates Analyzing E-marketing Campaigns Working with the E-marketing User Profile Tab Chapter 18: MailChimp campaigns 18-1 What is a MailChimp campaign? 18-1 Adhering to anti-spam regulation 18-1 Logging on to MailChimp 18-1 Adding contacts to a MailChimp list 18-2 Creating a MailChimp campaign 18-2 Deleting a MailChimp campaign 18-3 Viewing MailChimp campaign results 18-3 Chapter 19: Cases 19-1 What is a case? 19-1 Creating a new case 19-2 Assigning a case to a colleague 19-5 Progressing a case 19-5 Solving a case 19-6 Closing a case 19-6 Adding a solution to the solutions knowledge base 19-6 Manually progressing cases 19-6 Viewing the cases pipeline 19-6 Running a case report 19-7 Determining which cases you're working on 19-7 Deleting a case 19-7 Contents viii Sage CRM

12 Contents Chapter 20: Solutions 20-1 What is a solution? 20-1 Finding solutions 20-1 Viewing solutions 20-1 Adding a new solution 20-2 Adding a new solution from a case 20-3 Publishing a solution 20-3 Deleting a solution 20-3 Linking a solution to a case ing a solution 20-4 Chapter 21: Interactive dashboard 21-1 Dashboards 21-1 Gadgets 21-8 Templates Chapter 22: Classic dashboard 22-1 What is the classic dashboard? 22-1 Setting up a new classic dashboard 22-1 Changing content directly from the classic dashboard page 22-3 Editing classic dashboard details 22-3 Modifying classic dashboard content 22-3 Adding saved searches to a classic dashboard 22-4 Adding favorite reports to a classic dashboard 22-4 Adding report charts to a classic dashboard 22-4 Setting up a classic company dashboard 22-5 Modifying the content of the classic company dashboard 22-5 Chapter 23: Preferences 23-1 User preferences 23-1 Preference fields 23-1 Changing preferences 23-6 Chapter 24: Writing reports 24-1 Introduction to writing reports 24-1 User Guide Contents ix

13 Contents Creating and managing a report category 24-1 Moving a report to a different category 24-2 Creating a list report 24-2 Report fields and buttons 24-3 Chart styles Adding a chart to a report Creating a cross tabular report Creating a historical report Cloning a report Adding a new report style Deleting a report Glossary Index i Contents x Sage CRM

14 Chapter 1: About this guide This guide is for Sage CRM end users. We assume that you're familiar with the use of a Web browser. How this guide is organized Each chapter follows the same format: A checklist sets the goals for each chapter. Step-by-step examples to give you hands-on practice of each section. Tables to explain the meaning of fields. The tables below give a summary of each chapter. Part I: Basics This part is for all users. basic navigation is covered in this section. Chapter Getting Started Description Logging on and basic navigation. Part II: Contact Management This part is for all users. basic contact management is covered in this section. Chapter Finding Information Adding Customer Information Appointments and Tasks Exchange Integration Classic Outlook integration Managing Documents Description Searching for different types of information, change your search criteria, and work more effectively with large amounts of data. Building a customer profile, and how to update and keep customer information current. How to manage your calendar, schedule meetings, and set reminders. How to send and reply to s from CRM, and make use of templates. Working with Sage CRM Exchange Server Integration, and installing the Outlook plug-in. How to work with Classic Outlook integration including synchronizing contacts, tasks, and appointments. How to merge customer data with documents for printing, faxing, or ing. User Guide 1-1

15 Chapter 1 Chapter Running Reports Working with Lists Description How to run list, cross tabular, historical, and summary reports. How to carry out actions, such as mail merges, on search lists, saved searches, and the Contacts lists. Part III: Sales This part is for sales users. Chapter Sales Opportunities Sales Forecasting Description How to take a qualified lead through to a done deal. How to create and submit a sales forecast. Part IV: Marketing This part is for marketing users. Chapter Leads Outbound Call Handling Groups Campaign Management MailChimp Campaigns Description Handling unqualified prospect information. How to work through an outbound call list. How to set up and manage groups. How to manage and track marketing campaign activity. How to create a MailChimp campaign and view campaign statistics. Part V: Customer Service This part is for customer service users. Chapter Cases Knowledge Base Description How to take a customer service issue from logged through to resolution, and working with Service Level Agreements. How to create and publish Solutions to build up your knowledge base. Part VI: Tools This part looks at tools you can use to customize your work area. It also shows users with Info Manager Reporting rights how to create new reports. 1-2 Sage CRM

16 Chapter 1: About this guide Chapter Interactive Dashboard Classic Dashboard Preferences Writing Reports Description How to set up interactive dashboards and add gadgets. Setting up customized classic dashboard pages to reflect the way you work. Customizing the way you see information in the system. How to create and customize reports. Introduction to CRM CRM is a single source for all your customer management needs. The system helps integrate marketing, sales, customer service, and customer information tools together in an entirely Web-based package. Why is that so valuable? Consider a typical office environment: Someone takes a phone call for a representative in a different department and forgets to tell them. Result? A lost opportunity. Your desk is littered with sticky notes reminding you to do things, but what do you have to do today? Sales and customer service both work with the same customers, but use separate systems or none at all. No one has a clear idea what has been happening with that customer recently. Different sales teams are pursuing different agendas, so you can't see what is in the pipeline. A customer phones up, irate that his simple query hasn't been answered yet. But that should have been dealt with. CRM can bring it all together. User Guide 1-3

17 Chapter 1 Browse Customer Information Contact Management: Manage your Time Find customer information fast. Focus on the information most relevant to the work you're doing right now. Create and update customer information. Create unlimited notes for special detail. Communication Management: Tools at your Fingertips Document Management: Qualify Leads Marketing: Schedule reminders and appointments. Assign, re-assign, and delegate activities. Plan your workload and view your history of actions. Manage your personal schedule. Manage team workloads. Create letters, s, and proposals using standard templates. Store all documents as part of shared customer history. Attach documents to communications. Send s and attachments using standard mail protocols. Record your communication tasks. Record and qualify raw lead data. Use outbound call lists to work on multiple campaigns. Generate leads from a telephone-based follow-up campaign. Report on the success of a campaign. 1-4 Sage CRM

18 Chapter 1: About this guide Clinch a Deal Sales Management: Track opportunities as they move through the sales cycle. Record and maintain a history of all progress updates. Assign opportunities and tasks to colleagues for team selling. Maintain a communication history for each sales opportunity. Report and analyze sales progress, forecasts, and lists. Produce Professional Reports Reporting: Produce account lists and pipeline overviews. List customer cases. Provide Customer Service Customer Service: Analyze performance and forecasts. Monitor campaign success. Run standard reports from your Web browser. Log customer service calls. Track customer service issues as they progress through to resolution. Monitor Service Level Agreement adherence. Publishing solutions and performing key word searches on a solutions database. Escalate overdue cases. Personalize your System Customization: Set up personalized dashboards. Change the look and feel of the user interface. Switch between your top five hot prospects. Maintain an overview of your high priority customer service issues. Set your own time zone and currency preferences. User Guide 1-5

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20 Chapter 2: Getting started Logging on Changing your password Resetting your password Logging off Basic screen elements Tabs Navigating Onscreen coaching Getting help Logging on 1. Open your Web browser. 2. Enter the URL provided by your System Administrator. This typically looks like: 3. Enter the User Name and Password provided by your System Administrator. 4. Click Log On. Depending on your system configuration and user preference settings, Sage CRM opens on your default starting screen. For example, your Calendar. Changing your password To change your password from the Logon page: 1. Select the Change Password check box. 2. Type your old password in the Old Password field. 3. Type the new one in the New Password and Confirm Password fields. 4. Click Log On. To change your password once you're logged in: 1. Click My CRM Preferences, then Change Password. 2. Enter your old password in Old Password and enter your new password in New Password and Confirm Password. 3. Click Save. Your System Administrator will inform you of the rules you need to follow when specifying a new password, for example how many and what types of characters you need to include in the password. User Guide 2-1

21 Chapter 2 Resetting your password If you've forgotten your password and cannot log on, contact your System Administrator who will reset it for you. Logging off To log off, click Log Off. You're automatically logged off if you close the browser or navigate to another site from the Sage CRM window. Basic screen elements The basic screen elements in Sage CRM are: 1. Context area 2. Tabs 3. Panel 4. Action buttons 5. Menu buttons 6. Recent List 7. Help 8. On-screen coaching Context area The Context Area displays a summary of the information you're currently focused on. For example, when you're in the context of a person, all the information displayed in the Tabs and Panels below the context area relates to this person. You can quickly move from the context area of a person to the company they work for, by clicking the Company link within the context area. Panel A screen can be divided into a number of panels. Each panel groups related information for easier viewing. For example, the Login and Session Preferences panel on the Preferences screen groups 2-2 Sage CRM

22 Chapter 2: Getting started all fields relating to your login and session settings. Action buttons Use Action buttons to edit your data. For example, to add new addresses, alter contact information, or progress sales opportunities. The Action buttons that are displayed on a screen depend on the context you're in. Menu buttons You can move from one area to the other with the Menu buttons. The Menu buttons available to you remain the same regardless of the company or person or any other context you're working in. Click Find to search for a company, person, case, opportunity, lead, quote, order, communication, solution, or to perform an advanced find or keyword searcha logical search. Click New to create a new company, person, solution, case, opportunity, lead, quote, order, appointment, task, , or document. Click My CRM to display a series of tabs with information relating to your work in progress. Click Team CRM to view your team's activities. Click Marketing to set up new marketing campaigns. Click My CRM Reports to run reports on customer information. Click Log Off to exit the system. The number of menu buttons you can see is set up by your System Administrator in your user profile. Recent list Use the Recent list to quickly find and return to the record you were most recently dealing with. To display the Recent list, click or hover over Recent on the top left-hand corner of your screen. You can define how to open the list from My CRM Preferences. Company, Person, Opportunity, Quote, Order, Lead, Case, Solution, Campaign, and Group records are saved in the Recent list. Click a record name to open it in the main area of Sage CRM. To resize the number of records in your Recent list, contact your System Administrator. The default maximum size is 40 records. As well as returning to a specific record, selecting one of the Recent list heading icons returns you to the corresponding Find screen. For example, click the Person heading icon to display the Person Find screen. Click the Groups heading to go to My CRM Groups. Menu button pop out lists Right-clicking or hovering over the menu buttons gives you access to shortcut pop out lists accessible from anywhere in the system. Tabs Tabs are like folder dividers. The information found in each tab is determined by the current context. For example, if you're looking at a Person record for "Anita Chapman", click the Communications tab to display the most recent interactions your company has had with Ms. Chapman. User Guide 2-3

23 Chapter 2 Company tabs My CRM tabs Company tabs These tabs are displayed in the context of a Company. Tab Summary Quick Look Dashboard Key Attributes Marketing Notes Communications Opportunities Cases People Addresses Phone/ Displays Core company details, phone and , principal address, and contact for all companies that you've rights to view. Your recent history with this company. It lists the most recent communications, sales opportunities, and cases linked to the company. Can display a management overview of the status of a customer account. For example, a chart of overdue cases, a list of high priority opportunities, or a snapshot of upcoming meetings. If Key Attribute Profiling has been set up for companies, you can record additional information about the company that's not captured by standard Company fields. Can be fully customized to your needs to track information, such as detailed company segmentation information. General free text about the company. For example, a recent press release that indicates the company is due to merge with another company. Phone calls, meetings, and day-to-day correspondence with this company. Your sales pipeline, past and planned, for this company. Information about your customer support cases. People who have contact with at the company. Company addresses Phone and details for the company. 2-4 Sage CRM

24 Chapter 2: Getting started Tab Company Team Documents Relationships Displays People in your organization who are involved in activities with this company. References to all documents related to this company. Links between the company and related companies, people, opportunities, and other information, grouped together by relationship type. For example, a list of sub-contractors working with the company.... (Ellipses) Enables you to change the default tabs that are displayedin different areas of the system. For example, if you rarely work with Opportunities, you can remove this tab from your My CRM work area. However, you can easily enable it again if you change your mind. The tabs available in the context of a Person are similar to these tabs but the information relates specifically to the person. The Person summary tab shows the core person details for all people you've rights to view. My CRM tabs This section discusses each tab within the context of My CRM. The My CRM tabs show work in progress specific to you. You can also set up your own system preferences from the My CRM tabs. Tab Dashboard Displays A customizable set of gadgets relating to you. For example, a list of companies from a personal saved search and a local RSS news feed. Calendar Contacts Leads Outbound Call Lists Your planned phone calls, meetings, and day-to-day correspondence. Contacts in Sage CRM that you want to synchronize with MS Outlook (in Classic Outlook integration or Exchange Integration). Unqualified queries about your business. Outbound call lists that you're working on. This tab isn't displayed by default. You can enable it in My CRM Preferences. User Guide 2-5

25 Chapter 2 Tab Opportunities Forecasts Cases Solutions Shared Documents Preferences Groups Exchange Integration Logs. E-marketing User Profile Displays Your current sales pipeline. Your quarterly sales forecasts. This tab isn't displayed by default. Your System Administrator must give you access to this tab. Open customer service cases assigned to you. Existing knowledge base items. This tab isn't displayed by default. You can enable it in My CRM Preferences, if your System Administrator has given you rights to access Solutions. Corporate documents that you may need to access on a daily basis. System settings specific to your requirements. For example, your time zone, preferred theme, preferred currency, or the first page displayed when you log on. Create, modify, and save groups of people, companies, leads, cases, and opportunities. This tab must be enabled by your System Administrator. Allows users enabled for Exchange Integration to view their own log files. This tab is only available for E-marketing users. It lets them change their E-marketing contact details and address.... (Ellipses) Enables you to change the default tabs that are displayed in different areas of the system. For example, if you rarely work with Opportunities, you can remove this tab from your My CRM work area. However, you can easily enable it again if you change your mind. Tabs that are displayed in the context of your Team CRM are similar to these tabs but the information relates to your team. There are no Forecasts, Outbound Calls, Preferences, Contacts, Dashboard, E-marketing, or Exchange tabs in Team CRM. Navigating Sage CRM is web based. You can navigate it the same way that you navigate a standard website. Opening Sage CRM items in another window or tab is not supported in Sage CRM. 2-6 Sage CRM

26 Chapter 2: Getting started In addition to point-and-click, you can use the following to speed up your navigation. Tab Tab Hover (page 2-7) Hot keys Go arrows Search Select Advanced Required fields Getting help (page 2-9) When entering or editing information, use the Tab key to move quickly from field to field. To move back to the previous field, use Shift + Tab. Right click Right-click Find and New to activate shortcut pop out lists. You must have the Pop Out List Activation By option set to Click in My CRM Preferences. Hover The Recent list and the Find and New Pop Out lists can all be activated by hovering over Recent, Find, or New. You must have the Recent List Activation By and Pop Out List Activation By options set to Hover in My CRM Preferences. Hot keys You can navigate Sage CRM without using a mouse. You can use keyboard hot keys instead. The hot keys that are available depend on the Sage CRM page that's open. To identify the availability of a hot key, check that a letter on the action button name is underlined. In Internet Explorer, press Alt and the letter that's underlined to perform the action. For example, if T is underlined on New Task, press Alt and T to create a new task. When working with Internet Explorer, available hot keys include: Alt + A: Creates a new appointment within the Calendar or Communication tab. Alt + N: Inserts today s date into a date field. Alt + T: Creates a new task from the Calendar or Communication tab. Alt + E: Creates a new from the Calendar or Communication tab. Alt + V: Switches between Calendar and List view from the Calendar or Communication tab. Alt + C: Exitx from some screens. Alt + S: Saves records. Alt + â: Opens drop-down lists. If you're working on another browser, use the following hot keys instead: Firefox: Alt + Shift + Key, and then press Enter. Chrome: use Alt + Shift + Key Safari: use Alt + Ctrl + Key User Guide 2-7

27 Chapter 2 Go arrows Icon Description Click the triangular Go arrow to open the summary screen of the related record. Click the right-pointing Go arrow to open another user's My CRM area from the context area of the screen. Advanced Search Select A small magnifying glass displayed next to a down-pointing arrow indicates an Advanced Search Select field. For example, the magnifying glass and arrow are displayed for the Wave Activity field on the New Lead page. Icon Name Advanced Search Select field. Use the Advanced Search Select icon to search for records in Sage CRM. Type a few letters, click the icon, and search matches are displayed beneath the field. Advanced Search Select results Click a matching record to fill in the text box. If only one match is found, the text box is automatically filled in. Alternatively, click the arrow beside the magnifying glass to search using a standard Search screen or to clear the current search. Once you've linked a record to the Advanced Search Select field, you can jump to the summary page of that record. Ctrl + Click the record name to display the record's Summary page within the context of the entity. Double click the record name to open it in a pop-up window. Required fields When you add or edit information in Sage CRM, keep in mind that fields marked with a blue asterisk are required, and must be filled in order to save your changes. 2-8 Sage CRM

28 Chapter 2: Getting started Onscreen coaching Onscreen coaching can be displayed in a panel on Sage CRM screens. This panel provides contextual information and general tips. Your System Administrator can activate and deactivate onscreen coaching. To set onscreen coaching display preferences, go to My CRM Preferences. For more information, see User preferences (page 23-1). To turn onscreen coaching off, click the X icon. If you close a coaching panel, it remains turned off the next time you log on. To turn it back on, go to My CRM Preferences. To show or hide the coaching panel for a particular screen, click the Maximize/Minimize button. If you hide the coaching panel for a screen, it remains hidden the next time you log on. For information about setting up onscreen coaching, see the System Administrator Guide. Getting help From within Sage CRM, if you're a bit lost, click Help to get contextual information about the screen you're in. For additional content, you can subscribe to the Sage CRM Community. You'll find blog articles, additional pdfs, white papers, customer stories, and user forums. For tutorial videos,go to the Sage CRM Video channel. Most videos available are in English. Some French, German and Spanish videos are also available for your convenience. User Guide 2-9

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30 Chapter 3: Finding information Basic search techniques Searching for a Person Searching for a Company Finding an Opportunity Finding a Case Using Advanced Find Using Keyword Search Working with saved searches Working with lists Setting a default Find screen Basic search techniques The following basic techniques get you started on carrying out searches in CRM: Pop out list or menu button with context area (page 3-1) Find menu and action buttons (page 3-2) Repeating an earlier search Resetting search criteria Combining search criteria Wild card search Date field search Numeric field search Pop out list or menu button with context area You can initiate a search by: Activating the Find Pop Out List. To do this, either right-click or hover over the Find menu button, and select the type of search you want to carry out. For example, Person, Case, Sales Opportunity, or Communication. User Guide 3-1

31 Chapter 3 Find Pop Out List Selecting the Find menu button. To do this, click the Find menu button, then select the type of search you want to carry out from the context area of the screen. Find Menu Button and Context Area of Screen You may find it faster to use the Menu Button method if the context of your search is the same as the last search that you carried out. If the context of your search is different from your last one, you may find the Pop Out List method easier. Find menu and action buttons Whichever method you use for initiating a search, the basic sequence is the same: 1. Call up a Find screen using the Find button on the left-hand side of the screen. This is the Find Menu button. 2. Type in the search criteria. 3. Retrieve the information using the Find button on the right-hand side of the screen. This is called the Find Action button. Repeating an earlier search The Recent List displays the most recent information you've been working with. It s a fast way to get back to your most frequently accessed customer information. You can use the icons on the Recent List headings to open the corresponding Find screen. Resetting search criteria When you perform a search in the normal way, that is, using the Find button and specifying search criteria, the Search Results page is displayed reflecting the criteria you specified. However, if you return to that same Search page any time during the same session, you will notice that the Search Results page you generated earlier remains on-screen. To clear the page and perform a new search: 3-2 Sage CRM

32 Chapter 3: Finding information 1. From the Search Results screen, click Clear. 2. Specify new search criteria and click Find. Combining search criteria "I've got John from Global on the phone for you." You probably have countless people called John and maybe a number of different company entries for Global. However, combining the two criteria narrows your search to show only people called John working at Global. You can combine any number of criteria on a Find screen. This example shows you how to combine company name and person name search criteria. 1. Right-click or hover over the Find menu button and click Person from the pop out list. 2. Enter the person name or part of the name in Last Name, and the company name in Company Name. 3. Click Find. 4. Click the person link that you want to drill down on. Wild card search To use a wild card search, enter % before the value in a field on the Find screen.the returned matches contain this value. For example, enter %software in Company Name to return all companies containing the word software. Date field search You can search by date on some entity Find screens. These steps search for leads created between two specified dates. 1. Right-click or hover over the Find menu button and select Lead from the pop out list. The lead Find page is displayed. 2. Select Between from Created Date. 3. Click the first calendar and select a date. 4. Click the second calendar and select a date. 5. Click Find. Your System Administrator can add date search fields to any Find screen in Sage CRM. Numeric field search You can search by numeric value if your System Administrator has added numeric fields to the entity Find screen. For example, if a custom field called Opportunity: Total Quoted Price is added to the Opportunity Find screen, you could search for opportunities with a total quoted price over $10,000. Searching for a Person You can search for a person by any criteria or combination of criteria on the Search screen. This example shows you how to search by Last Name. User Guide 3-3

33 Chapter 3 1. Click Find. 2. If you're not in the Person context, click Person. 3. Type the last name, or part of the last name in the Last Name field. 4. Click the Find action button. A list of people matching your search criteria is displayed. 5. Click the person you want to drill down on. This opens the file of the selected person and you now have access to all the person s details. 6. For the fastest overview of recent activities your company has had with the person, click the Quick Look tab. This shows you a recent lost sales opportunity and the last contacts your company had with her. You notice one of the last contacts shows she was implementing an internally developed software product. Now you know who she is and have a good idea why she might be calling. Searching for a Company You can search for a company by any criteria or combination of criteria on the Find screen. This example shows you how to search by Company Name. 1. Right-click or hover over the Find menu button and click Company from the pop out list. 2. Enter the company name or part of the company name in Company Name and click Find. A list of companies matching your search criteria is displayed. 3. Click the company you want to drill down on. This opens the 'file' of the selected company and you now have access to all the company s details. The Quick Look tab shows you the most recent activities your organization has had with the company. 4. To find a full listing of all the people you work with at Design Right, click the People tab. Finding an Opportunity The fastest way to locate details associated with a sales opportunity is to find the Opportunity record. You can search by reference number or company name. 1. Right-click or hover over the Find menu button and click Opportunity from the pop out list. 2. Enter search criteria and click Find. 3. Click the opportunity link. Finding a Case "This is Arthur from Design Right. I'm still waiting to find out why the Setup isn t working on the TimEx Enterprise software. Can you tell me what the status is? The case reference ID is 0-20." Even though you may not be handling this case, you can still give the customer a status and followup if necessary. 1. Right-click or hover over the Find menu button and click Case from the pop out list. 2. Enter search criteria and click Find. 3-4 Sage CRM

34 Chapter 3: Finding information 3. Click the Case link. The Case Summary page displays an overview of the case. A quick look in the Communications tab shows if the person handling this case has scheduled any followup action. Using Advanced Find You can use the Advanced Find feature to perform complex database searches. Advanced find searches can be based on any of the main CRM entities - these are Case, Communication, Company, Lead, Opportunity, Order, Person, Quote, and Solution. Advanced Find allows you to create enhanced searches based on a WHERE clause, and the criteria for selection can be extended using the AND and OR clauses. For example, you might create an Advanced Find search for all companies WHERE the city equals Chicago AND the number of employees is over 1000 OR the annual revenue exceeds $10 million. While creating an Advanced Find search you can click the Preview SQL button at any time to review the SQL query behind your search. If you're a System Administrator, two extra buttons are displayed with the results of an advanced find - Mass Updates and Update Territory. Please refer to Performing a mass update on a group (page 16-7) for more information on Mass Updates, and Updating group territories (page 16-8) for information on Updating Territories. For information on saving Advanced Find search criteria, please refer to Creating a saved search (page 3-10). For information on creating a new group based on the results of an advanced find, please Creating a group based on a primary entity search (page 16-5). Example: Searching for Companies using Advanced Find Say you would like to see a list of all customer or prospect companies in the United States. To search using advanced find: 1. Right-click or hover over the Find menu button. The Pop Out list is displayed. 2. Click Advanced Find from the pop out list. The Advanced Find page is displayed. 3. Click the Clear button to clear your last search from this page. 4. Click Company from the Entity drop-down list. 5. Click Address: Country from the Field Name drop-down list and click the Add button. 6. Click Company: Type from the Field Name drop-down list and click the Add button. Then repeat this action to add a second Company: Type field. You have now added the fields on which your search will be based. You must now set up the values for the selected fields and the relationships between those fields. 7. For the Country field, select the equals operator, and select United States from the Value drop-down list. 8. Click And from the And/Or drop-down list. 9. For the first Company: Type field, select the single opening bracket from the ( drop-down list. Brackets must always enclose an Or statement. In this example, you will be searching for companies that are either customers or prospects, so you will enclose these two search terms within single brackets. 10. Click the equals operator and select Customer from the Value drop-down list. User Guide 3-5

35 Chapter Click Or from the And/Or drop-down list. 12. For the second Type field, select the equals operator and select Prospect from the Value drop-down list. 13. Click the single closing bracket from the ) drop-down list. 14. Click the Find action button or press Enter. A list of all companies matching your search criteria is displayed. Example: Searching for People using Advanced Find You would like to see a list of people where the Person Title Code is Chief Executive Officer and the Company Sector is either Computer Software, Computer Hardware, or Computer Services. For the CEOs in the Computer Software Sector, you only want to see people where the Company Territory is US East. To search for people using Advanced Find: 1. Right-click or hover over the Find menu button. The Pop Out list is displayed. 2. Click Advanced Find from the pop out list. The Advanced Find page is displayed. 3. Click the Clear button to clear your last search from this page. 4. Click Person from the Entity drop-down list. 5. Select Person: Title Code from the Field Name drop-down list and click the Add button. 6. Select Company: Segment from the Field Name drop-down list and click the Add button. Then repeat this action to add a second and a third Company: Segment field. 7. Select Company: Territory from the Field Name drop-down list and click the Add button. 8. Click the radio button next to the Company: Territory, and use the arrow buttons to move the position of this field up until it comes after the first Company: Segment field. 9. For the Title Code field, select the equals operator and select Chief Executive Officer from the Value drop-down list. 10. Select And from the And/Or drop-down list. 11. For the first Company: Segment field, select the double opening bracket from the ( drop-down list, select the equals operator, and select Computers - Software from the Value drop-down list. 12. Select And from the And/Or drop-down list. 13. For the Company: Territory field, select the equals operator, then select US East from the Value drop-down list. Select the single closing bracket form the ) drop-down list. 14. Select Or from the And/Or drop-down list. 15. For the second Company: Segment field, select the equals operator, and select Computers - Services from the Value drop-down list. 16. Select Or from the And/Or drop-down list. 17. For the third Company: Segment field, select the equals operator, and select Computers - Hardware from the Value drop-down list. Select the single closing bracket form the ) dropdown list. 3-6 Sage CRM

36 Chapter 3: Finding information Advanced Find search criteria 18. Click the Find action button or press Enter. A list of all people matching your search criteria is displayed. Note: When building an advanced find with multiple search criteria, it is recommended you save the search as soon as the search results are displayed.you can always go back and delete the search later if it is no longer required, but you will lose the search if you log off the system. For more information on saving search results please refer to "Saving Search Criteria" in this chapter. Using Keyword Search Using Keyword Search, you can perform a search across all text fields on any of the main CRM entities (Case, Communication, Company, Lead, Opportunity, Order, Person, and Quote) by typing key terms in a search field. You can perform a keyword search directly from an entity Find page, or you can right-click the Find menu button and click Keyword Search to open the Keyword Search page. Keyword search is also available from all Advanced Search Select pages. When you carry out a keyword search on, for example, Cases, the keyword is searched for not only in Cases, but also in entities associated with the case, for example, Companies, Persons, Addresses, and Progress Notes. When the keyword search is carried out from the Keyword Search page, you have the option to perform the keyword search across multiple entities at one time. For more technical information on keyword search views, please refer to "View Customization" in the System Administrator Guide. The CRM keyword search function uses an "any words" search technique. An any words search returns records containing all of the words listed in a search term once those words appear in the record text fields or in the text fields of any associated entity record specified in the keyword search view. For example, a search for european software services returns all records containing the words european + software + services in any text field. These words can appear in any order within a record and across more than one text field. If the search term is not enclosed in quotation marks, matching records are picked up even where there are words inserted between the search term words within a record. If quotation marks are used, only records containing the exact phrase are returned. You can further refine your keyword search by combining it with other criteria from the standard Find page. For example, you can perform a keyword search using the search term Murphy and refine this search by selecting Ireland from the Territory drop-down field on the Find Person page. This means that a person keyword search is carried out on the term Murphy but only those records that have a matching Ireland territory are returned in the search list. Note: By further refining your keyword search using the standard entity find page you're refining the results brought back from CRM by the initial search based on the keyword(s) supplied. If you enter a value into the keyword search box and you enter or select a value from one of the standard search fields, then a keyword search is performed first of all based on the keyword search term supplied. User Guide 3-7

37 Chapter 3 Then, based on the keyword search results retrieved from CRM, these results are further filtered by the values entered or selected from the standard search fields such as the Territory drop-down list. When performing a keyword search, it may sometimes be the case that you know part of the term you want to search on. For example, you may have part of a company name, or you know that you're looking for someone called either Smith or Smyth, or you might know only the first few digits of a telephone number. A variety of special characters can help you narrow your search results in such circumstances: Charact er Usage * % A * or % can be placed at any position in a word and matches any number of characters. Both the * and % perform exactly the same action. For example, *ope* would match Europe, open, and so on. Note: You should take care to leave a space between words when using these characters with multi-word search terms. Quotatio n marks To search for a phrase, place it in quotation marks. For example, a search for "software services" will return all records containing the phrase software services. Punctuation marks are treated as blank space. So, for example, a search for "(1451) " would search for two text strings, 1451 and ? A? can be placed at any position in a word and matches any single character. For example, Americ? would match America, but not American. However, you could use Americ?? to return all words containing Americ and two characters after it. = A = can be placed at any position in a word and matches any single digit. For example, B== would match B12, but not B123. # The # must be placed at the start of a word and will return all words that start with the same letter and sound like the word you're searching for. For example, #smith will return smith, smithe, and smythe. Note: The # can sometimes be overinclusive. For example, in the example above, it might also return words like smart, smoke, and smell. 3-8 Sage CRM

38 Chapter 3: Finding information Charact er Usage ~~ The ~~ symbols allow you to search within a numeric range. To perform a numeric range search, you enter the upper and lower bounds of the range separated by ~~. For example, 10~~20 will return all numbers between 10 and 20. Note: Numeric range searches work with positive numbers only, and decimal points, and commas are treated as spaces, while minus signs are ignored. + - Place + in front of a word that is required in your search or - in front of a word that you want to exclude. For example, if you wanted to return all records containing the word software in association with the word services, you could use the search term software +services. However, if you wanted to return all instances of software except those that are associated with services you could use the search term software - services. See Searching Using Keyword Search (page 3-9) for an example of how keyword search can be used to perform a search in CRM. Searching Using Keyword Search Example: Searching for a Person using Keyword Search You're a new Sales Representative with Panoply Technologies and you have heard that one of Panoply s existing customers has put out a tender for software services. You know that the company name contains the word healthcare and that the name of the person to contact has either a first or last name starting with dav. With this information, you should be able to narrow down your search for the appropriate contact person using a keyword search. To perform a keyword search: 1. Right-click or hover over the Find menu button. The Pop Out list is displayed. 2. Click Keyword Search from the pop out list. The Keyword Search page is displayed. 3. Type dav% and healthcare in the What Would You Like To Search For? text field. 4. Note: You can click the question mark button next to the Keyword Search field to view some examples of how to use keyword search. 5. You can select a specific entity check box to restrict your search to that entity. Alternatively, you can specify that all primary entities should be searched by selecting the Select All check box. For this example, select the Person entity check box to limit your search to that entity. Note: If you do not select any check box, no records are returned. 6. Click the Find button. Your search results are displayed. Note: If the records found cannot all be presented in the initial list of results, you can click the hyperlink in the Results panel or on the View All link that will be displayed under the results list to view the full search results. User Guide 3-9

39 Chapter 3 Example: Searching for a Keyword across all Main Entities You're the new Training Manager in a company. You want to review all customer contact history (Cases, Communications, Opportunities etc.) where Training has been discussed. To carry out a keyword search for the keyword "training" across all main entities: 1. Right-click or hover over the Find menu button. The Pop Out list is displayed. 2. Click Keyword Search from the pop out list.the Keyword Search page is displayed. 3. Type training in the What would you like to search for? field. 4. You can select a specific entity check box to restrict your search to that entity. Alternatively, you can specify that all primary entities should be searched by selecting the Select All check box. For this example, select the Select All check box to search across all main entities. Note: If you do not select any check box, no records are returned. 5. Click the Find button. The search results are displayed. Note: If the records found cannot all be presented in the initial list of results, you can click the hyperlink in the Results panel or on the View All link that will be displayed under the results list to view the full search results. Working with saved searches To make searching easier, you can use predefined saved searches or save your own search criteria to use again later. Using an existing saved search Creating a saved search Updating a saved search Deleting a saved search Using an existing saved search There are a number of predefined saved searches available within different Find screens that you may find useful. For example, the My Companies saved search available from the Find Company screen is set up to return a list of all of the companies assigned to you. The My Cases In Progress saved search available from the Find Case screen returns all the active cases currently assigned to you. 1. Click Find <Entity>. The selected saved search list is displayed. Creating a saved search You can save the search criteria that you use to search for Companies, People, Opportunities, Orders, Quotes, Cases, Solutions, Leads, or Communications. Note: You cannot create a saved search based on a keyword search. You can save an advanced find search in the same way as you would any other search. However, only a System Administrator or Info Manager can make an advanced find search available to other users Sage CRM

40 Chapter 3: Finding information You can create a group to save search criteria. For more information, see Creating a group (page 16-2). 1. Click the Find menu button and click an entity from the Find drop-down list, for example Company. 2. Enter your search criteria and click Find. 3. Click New Search beside Search. Click the New Search icon. 4. Enter the name of the new saved search. For example, San Francisco Companies Employees. 5. To share the saved search, select Available to all Users. Only System Administrators and Info Managers can share saved searches. 6. Click Save. Updating a saved search You can edit your saved searches. 1. Click Findand click the entity that contains the saved search. 2. Select the saved search from Saved Search. 3. Select your new search criteria and click Find. 4. Click Update and change the name of the saved search if required. 5. Click Save. Deleting a saved search You can delete saved searches that are no longer useful to you. 1. Click Findand click the entity that contains the saved search. 2. Select the search from Saved Search. 3. Click the Delete action button beside Saved Search. 4. Click OK. Working with lists You can perform actions on search result lists and sort lists suit your requirements. Performing actions on search lists Counting records in a list Filtering records in a list Sorting records in a list Setting the size of the search results list Performing actions on search lists You can perform actions on all types of search lists lists returned by a standard search, lists returned by Advanced Find, lists returned by Keyword Search, lists based on saved searches, or the My CRM Contacts list. Actions available are: User Guide 3-11

41 Chapter 3 To create a merged document for all contacts contained in your list, click Merge to Word or Merge to PDF. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. To export your list of contacts and contact details to a spreadsheet or text file, click Export to File. You must have appropriate rights to do this. To create a new task with the same details for each contact on your list, click New Task. To create an with merge fields, which can be sent to each contact on your list, click New . You must have appropriate rights to do this. Counting records in a list You can view the number of records in a list to give you an idea of the total length of long lists. A record counter is displayed in the top left-hand corner of most lists. It also shows the page number out of the total number of pages containing records. To see how many records are contained on the next page, hover over the right-pointing arrow. Filtering records in a list You can change how lists are displayed. This example narrows down a list of communications to show only Pending communications. 1. Open a Company record and click the Communications tab. 2. To view only the pending communications, select Pending from Statusand click Filter. The list of communications is restricted to those with a status of Pending. This filter applies to all Company Communications lists until changed or until you log out. Sorting records in a list You can change the sort order of any list that includes an underlined column heading. This example changes the sort order of the Calendar list from Date/Time to Action type. 1. Click the My CRM Calendar tab. 2. Click List View. 3. Click the Action column heading. The Calendar list is sorted by Action. The triangle next to the column heading indicates the column by which the list is currently sorted. 4. To change the sort order back to Date/Time, click the Date/Time column.the Calendar list is sorted by Date/Time with the most recent pending communication first.to change the sort order to ascending, click the Date/Time column again. Setting the size of the search results list You can specify the default maximum length of lists and grids on any screen. 1. From My CRM Preferences, click Change. 2. Select the default maximum length from Grid Size. 3. Click Save Sage CRM

42 Chapter 3: Finding information Setting a default Find screen You can specify the Find screen that appears at the beginning of a session. The system remembers your last Find, until you change it. For example, you could set your default Find screen to be Company. However, if you search by Person, the next time you press Find, the Person Find screen is displayed. 1. From My CRM Preferences, click Change. 2. Select a default Find screen from My default Find screen. 3. Click Save. User Guide 3-13

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44 Chapter 4: Adding customer information Use the New menu button Adding a new company Validation errors Territory management Updating an existing company Working with relationships Working with notes Building a company team Adding a person without a company link Reassigning a person to a company Working with duplicates Deleting company or person records User Guide 4-1

45 Chapter 4 Pop Out List or Menu Button with Context Area You can add new information by: Activating the New Pop Out List. To do this, either right-click or hover over the New menu button, and select the type of information you want to add. For example, Person, Case, or Opportunity. New Pop Out List Selecting the New menu button. To do this, click the New menu button, then select the type of information you want to add from the context area of the screen. New Menu Button and Context Area of Screen The action buttons on the right-hand side of the screen can also be used to add information. These are available when you already have a folder of information open. Whichever method you use, the system is smart enough to add in the context information if it is available. For example, if you already have the company Design Right Inc open and you add a new person, they will automatically be "filed" with Design Right when you save the person details. Adding a new company 1. Right-click or hover over on New and select Company. 2. Type the first few letters of the company name, and click Enter Company Details. The system searches for possible duplicate company names. For more information on deduplication, please refer to Preventing duplicate entries (page 4-14). If no potential duplicate company is found, the New Company page is displayed. 3. Fill in the details for the new Company record. Your System Administrator determines the minimum amount of details you must enter. 4. Click Save. You may need to scroll back to the top of the page to do this. 4-2 Sage CRM

46 Chapter 4: Adding customer information Company fields Field Company Name Type SLA Website Status Segment Employees Revenue Source Territory Account Manager Mail Restriction Description Name of the company Type of relationship to your company. For example, Prospect, Supplier, or Customer. Service Level Agreement that the company has signed up for please refer to Cases (page 19-1). The SLA selected here will be the default SLA for any cases you create relating to the company. The company URL Current status, for example, Active or Inactive. Industry sector, for example, Retail or Financial Services. Number of people employed by the company. Company revenue. The standard drop-down values for this field are in USD ($). How contact with the company was initiated. For example, Tradeshow or Customer Referral. Security territory of the company. Please see Territory management (page 4-7). Person from your organization responsible for the relationship with this company. A flag to allow or prevent the company being added to mailing lists. User Guide 4-3

47 Chapter 4 Field Opt out of E- marketing Communications Description This flag is automatically set if the address associated with the company has opted out of all E- marketing communications received via Sage CRM's integrated E-marketing (Swiftpage). The user can manually check or uncheck the option, however this has no impact on E-marketing s sent from Swiftpage (these will always retain the opt-out flag set from the E-marketing ). Address fields Field Address 1 Address 2 Address 3 Address 4 City State Zip Code Country Type Description First line of the address Second line of the address Third line of the address Fourth line of the address City the company is based in State or county Zip or postal code of the address Country the company is based in Type of address. You can check one or more type. Phone and fields The conventions for entering country and area codes and voice and data numbers are determined by your System Administrator. They may vary from those shown here. Field Business Description Main switchboard phone number 4-4 Sage CRM

48 Chapter 4: Adding customer information Field Fax ISDN Modem Toll Free Info Sales Support Description Main fax number Integrated Services Digital Network number Modem number Toll free number General information address Sales address Support address Person fields Field Last Name First Salutation Middle Suffix Gender Title Code Title Department Description Person's family name First name Salutation. For example, Mr, Dr, or Miss. Middle name or initial Suffix. For example, BA (Hons), MSc, or Esq. Male or Female List of roles. For example, Managing Director or Sales Executive. Free text description of person's title as it appears on their business card. Department the person works in User Guide 4-5

49 Chapter 4 Field Territory Account Manager Type Opt out of E- marketing Communications Description Security territory of the person. Please see Territory management (page 4-7). Person from your organization responsible for the relationship with this person. Organizational area that this person works in. One or more can be checked. This flag is automatically set if the address associated with the person has opted out of all E-marketing communications received via Sage CRM's integrated E- marketing (Swiftpage). The user can manually check or uncheck the option, however this has no impact on E- marketing s sent from Swiftpage (these will always retain the opt-out flag set from the E-marketing ). Person phone details fields Field Home Mobile Description Person's home phone number Person s mobile phone number Person fields Field Business Private Description Person's work address Person s private address Adding a company with multiple sites If a new company has more than one geographical site, you should create the company in the normal way, and then add the additional address. To do this, click New Address on the Addresses tab. You can also talk to your System Administrator about customizing the Company and Address fields to suit your needs. 4-6 Sage CRM

50 Chapter 4: Adding customer information Validation errors When you add a record and click Save, you might get the following error message Validation Errors - Please correct highlighted entries. 1. If a validation error is displayed, look for fields with an arrow or X beside them. 2. Complete the required fields and correct any entries in the wrong format. 3. Click Save. Icon Description Required. You must enter information in fields containing a red arrow Incorrect format. Entries that are incorrect, such as dates in the wrong format, are highlighted with an X. Territory management The Territory field is available on main entities (Company, People, Communications, Leads,and Opportunities, and Cases). It also appears in most lists and filter boxes. Territories affect records, most lists and filter boxes, reports and groups. A territory can be defined geographically, by product area, or any other criteria. Your System Administrator defines territories that reflect your organization's data access security needs. Your administrator also defines which territories you can access, and assigns you a home territory. Example 1: Your company has sales teams based in Europe, Asia, and the US. Your System Administrator defines territories so that the sales people can view all Opportunities, but can only add and edit Company records which belong to their own "home territory", or to a sub-territory of their home territory. Example 2: If you don't have rights to view data in the US sales territory,no US-based sales data is displayed when you run a Company list report. When you create a new record, if you don't select a territory, the record is automatically assigned a territory, which depends on the System Administrator's territory security management, and on system rules. If your System Administrator didn't define any territories, you can ignore this field. All records are then automatically assigned to the highest level territory, Worldwide. Updating an existing company Changing company details Changing company address details Changing person details Adding a new address to an existing company User Guide 4-7

51 Chapter 4 Adding a new person to an existing company Maintaining address links Assigning a different address to a person Adding a private address to a person Changing phone/ details Changing company details 1. Open the Company record you want to update, and click the Summary tab. 2. Click Change. 3. Make your changes. 4. Click Save. Changing company address details 1. Open the Company record you want to update. 2. Click the Addresses tab. The Link Status icon shows if a company address is linked to existing contacts. 3. Click the address you want to change. 4. Type the new address. Select the Set As Default Address For Company checkbox if this address is the new principal address for the company. This also makes it the default address for any new people who are added to the company. 5. Click Save. People linked to this address are also affected by the change. Click the Link Status icon to view the linked contacts. Changing person details 1. Open the Person record you want to update, and click Summary tab. 2. Click Change. 3. Make your changes andsave. Note: Keep the Set As Default check box selected if this person is still the main contact person for the company. Adding a new address to an existing company 1. Open the company you want to make changes to, and click the Addresses tab. 2. Click New Address. 3. Enter the details of the new address.alternatively, click Select An Address To Update Or Copy to base the new address on an existing one. 4. Select the Set As Default checkbox to make this address the main company address. 5. Click Save. When you add an address in the context of a company, they are linked to each other. However, the Link Status icon shows as single-linked until the address is linked to one or more contact people. When you add an address in the context of a person, they are linked to each other.however, the Link Status icon shows as single-linked until the address in linked to more than one person or to the company. 4-8 Sage CRM

52 Chapter 4: Adding customer information Adding a new person to an existing company 1. Open the company you want to make changes to, and click the People tab. 2. Click New Person. 3. Type the first few letters of the person s last name, and click Enter Person Details. The system searches for possible duplicate person names in the system. For more information, please see Preventing duplicate entries (page 4-14). If no potential duplicate person is found, the New Person page is displayed. 4. Fill in the necessary details.some details are filled in automatically using the Company details. You can overwrite them if needed. To link an address to a person only, select Person address only. To link the address to both the person and the company they work for, select Person and company address. 5. Click Save. To select an address from the list of Company addresses, click Select address from list. Maintaining address links User Requirement: Non-integration systems only You need to add a new mailing address to a company. The new address is not the main company address, but an additional premises where some of the existing staff have relocated to. For example, Gatecom has acquired a new premises, 400 Pine Street Suite 500, very close to its existing main address of 400 Pine Stree Suite 300. The main address is still Suite 300, but Simon Yaltoy and Mike Carlson spend most of their time at the new Suite 500 address. The Address Links feature provides an overview of existing relationships between Companies, People and Addresses, and reduces the potential for duplicate entries of addresses by allowing you to create links from the Address Links page. To add a new address and update the address links: 1. Select Find Company and click the company name. 2. Click the Addresses tab. This displays a list of all company addresses. 3. Add a new address. The new address is displayed in the Company Addresses tab. The Link Status icon shows a status of single-linked. If the company address you're about to change is linked to existing contacts, it shows as multi-linked. Single-linked Multi-linked A Link Status icon showing a status of single-linked in the context of a Person means that the address is associated with the current person only, but not with other contacts or with the company. For example, a home address. 4. Click the Address Link icon. The Address Links page for the new address is displayed. The Address Links page shows the selected Address, the company, and the people who work at User Guide 4-9

53 Chapter 4 the company. Address Linked check box. This shows if the current address is linked to the company and any of the contact people. When you add a new address in the context of a company it is automatically linked to the company, and the Address Linked check box shows as selected. When you add a new address in the context of a person, it will automatically be linked to the person, and the Address Linked check box shows as selected. Default Address check box. This shows if the current address is set as the main address of the company or of the contact people. 5. Click the pencil icon beside the list of people to make changes to the existing links between this address and the contact people. The Person Address Links are displayed for editing in a new window. 6. Select the Address Linked check box next to the people you want to link to this address, and the Default Address check box next to the people, for whom this is the new main address. Removing the Address Link selection on the company or person can delete the address from the system if the address has no other links. Also, once you've made an address the default address for a company or person, you cannot remove the Address Link selection without removing the Default Address selection first. 7. Click Save, and then Continue. The list of Addresses is displayed. The Link Status icon shows a status of multi-linked. If you check the list of Addresses in the context of Simon Yaltoy and Mike Carlson, you find the new address is displayed, linked to each contact. Assigning a different address to a person If a person is linked to a company address, you may want to assign them to a different address from the company. 1. Find the person whose details you want to change, and open the Summary page for the person. 2. Click the Addresses tab and click New Address. 3. Fill in the address details and ensure that you select the Person Address Only option underneath the address details. 4. Click Save. Adding a private address to a person 1. Find the person whose details you want to change, and open the Summary page for the person. 2. Click the Addresses tab and click New Address. 3. Fill in the address details, and select Home. 4. Click Save. Changing phone/ details To update a person s phone number: 4-10 Sage CRM

54 Chapter 4: Adding customer information 1. Find the person whose details you want to change, and open the Summary page for the person. 2. Click the Phone/ tab. 3. Enter the change on the Phone panel and click Save. To update a company phone number: 1. Find the company whose details you want to change, and open the Summary page for the company. 2. Select the Phone/ tab. 3. Enter the change on the Phone panel and click Save. Working with relationships The Relationships tab Adding a new relationship Relationship fields Deleting a relationship The Relationships tab The Relationships tab is available in the context of all main entities including Companies, People, Leads, Opportunities, Quotes, Orders, and Cases. Typical examples include relationships which show: A parent company and its subsidiaries. People who are on the board of directors of multiple companies. Companies and their suppliers. Critical cases affecting a company. All relationships are reciprocal. This means they can be viewed and set up from the context of each party involved in the relationship. You may find it helpful to read the Relationship information from the top of the screen downwards. Your System Administrator is responsible for setting up relationship types available in the system. If you need new or different relationship types to meet your business needs, please contact your System Administrator. Adding a new relationship This example adds a new company relationship. 1. Open a Company record. 2. Click the Relationships tab in the context of the company. 3. Click the icon representing the type of relationship you want to add, for example, New Parent. The Create New Relationship page is displayed. 4. Fill in the fields for the new relationship. 5. Click Save. The new relationship is displayed in the Relationships tab. User Guide 4-11

55 Chapter 4 You can run reports and create reports about the information in the Relationships tab. You can also display relationship information on your dashboard. Relationship fields Field Relationship Type Relationship Name [Entity] Search Select Notes Description Select from Parent, Child or Sibling. Parent or Child relationships normally represent hierarchical relationships or relationship where some kind of ownership is involved. Sibling relationships normally represent influencing or affecting relationships. This is only a guide. There is flexibility to allow your System Administrator to set up relationship types to suit your specific business needs. Select from a list of relationships defined by your System Administrator. For example, select Directors (Director of). The text in brackets shows the reciprocal relationship. For example, Arnold Ball is listed under "Directors" in the context of Gatecom; in the context of Arnold Ball, Gatecom is listed under the relationship heading "Director of". Search for the Person, or other entity, that you want to link to from the current context. For example, search for Arnold Ball. Note: If the Search Select for a Person is set to First Name (this is the default), then type Arnold, and click the magnifying glass icon. A short note about the relationship. For example, 45 % Stakeholder. This text is displayed when you hover over the Person, Case, etc. from the Relationships tab. You can add a new note or edit an existing note by clicking the Maintain Relationship pencil icon and clicking the note you want to change. Deleting a relationship You can delete a relationship that is no longer valid from the Relationships tab where it is displayed. Before you do this, you may want to capture the relationship history some other way. For example, you can add a note to the Notes tab in the context of the person and/or the company Sage CRM

56 Chapter 4: Adding customer information 1. Open the record where the relationship is displayed. 2. Click the Relationships tab. 3. Click the Maintain Relationship icon next to the relationship heading. A list of related record, for example People, is displayed. 4. Select the Remove Relationship check box next to the relationships you want to delete. 5. Click Delete Selected Relationships. A confirmation dialog box is displayed. 6. Click OK. Working with notes Adding a note Editing a company or person note Adding a note You can add an unlimited number of text notes to the system, and attach them directly to the records where they are most relevant. You can add notes to Companies, People, Cases, Solutions, Sales Opportunities, and Leads. 1. Open the record you want to edit, and click the Notes tab. 2. Click New Note. 3. Type the text of the note. 4. Click Save. Editing a company or person note 1. Open the Company record you want to update, and click the Notes tab. 2. Click a note. 3. Type the changes to the note. 4. Click Save. Building a company team In the context of a Company record, the Company Team tab displays the members of your organization who are involved in managing large accounts. Your System Administrator must give you access to this tab. They can also set up restrictions so that only Company Team members can gain access to sensitive accounts. To add a new company team member to a company: 1. Open the company you want to make changes to, and click the Company Team tab. 2. Click Add Team Member. 3. Select a User from your organization from the list and add a description of their role. 4. Click Save. Adding a person without a company link You can add a person who has no company affiliation. This means you can: User Guide 4-13

57 Chapter 4 Keep track of a valuable contact as they move in their career. Stay in contact with a source of advice or expertise who does not work for any one company. To add a new person who is not affiliated to a company: 1. Make sure you're not in the context of an existing company. If you are, click My CRM. This takes you out of an existing company record. 2. Right-click or hover over on New Person. 3. Type the first few letters of the person's name, and click Enter Person Details. Sage CRM searches for possible duplicate people. For more information, please refer to Preventing duplicate entries (page 4-14). If no potential duplicate person is found, the New Person page is displayed. 4. Fill in the relevant details. Leave the For panel blank if you don't want to associate this person with a company. 5. Click Save. You can add notes, addresses, phone, and information for the person, using the different tabs. Reassigning a person to a company If you have been tracking a Person with no affiliated company, and this person later joins a specific company, you can assign them to the company and move all the communications, opportunities, and cases linked to them across to the company. Your System Administrator needs to give you rights to do this. 1. Find the person you want to reassign. 2. Click their name to display the Summary page. 3. Click Change. 4. Click Merge Person. This displays an additional panel, Assign Company. 5. Search for and select the company that you want to assign the person to. 6. Click Save. Working with duplicates Preventing duplicate entries Merging duplicate companies Merging duplicate people Preventing duplicate entries Deduplication is enabled by default. Your System Administrator can customize deduplication screens and match rules. The default Person match rule checks if Last Name contains the value you entered. For example, if you enter Smith, both Smith and Blacksmith are detected as possible duplicates Sage CRM

58 Chapter 4: Adding customer information The default Company match rule checks if Company Name contains the value you entered. For example, if you enter Right, Design Right is detected as a possible duplicate. By default, deduplication checks for duplicate people within a company. You're warned if there are two people with the same name in the same company. However, you're not warned if there are two people with the same name in different companies. To check for duplicate records before adding a new company: 1. Right-click or hover over on New and click Company. 2. Enter the company name and click Enter Company Details. If the name matches a current company record in the database (according to the match rules defined by your System Administrator), a list of detected duplicates is displayed. From the list of detected duplicates you can: Click an existing company. Return to the Company duplicate find page by clicking Back To Company Entry. Proceed to add a new company by clicking Ignore Warning And Enter Company. 3. To add a new company anyway, click Ignore Warning And Enter Company. 4. Enter the Company details, and click Save. The new company is added to Sage CRM. The system also checks for duplicates if you change any field that have match rules set on them when you edit a record. For example, you change the company name of an existing company Design Right Inc. to Design. The system checks for other companies, which contain the word Design, and warns of possible duplicates, before updating the Company record. Merging duplicate companies Please note you can't merge records on integrated systems. To merge two companies, first determine a source company and a destination company. When the companies are merged the source company is deleted, and the associated information is copied over to the destination company.for example, people, communications, opportunities, and cases. Relationships set up through the Relationships tab aren't merged. Your System Administrator must give you Delete rights to use this feature. If you don't have Delete rights and merge two companies, the old company record is kept in the database, but all the data is merged. 1. Find the company that you want to keep and use as the destination company. Usually, this is the company with more information stored against it. 2. Click the company name. 3. Click Changeand then Merge Company. 4. Select the source company. User Guide 4-15

59 Chapter 4 5. Click Save. A review of the tabs shows that people, communications, opportunities, and cases of the source company have been copied across to the merged company.the source company is deleted. The source company s addresses are transferred to the destination company s Addresses tab. The source company s contact people also retain their original address links. These can be updated once the merge has been completed using the Address Links feature. For more information, see Maintaining address links (page 4-9). Merging duplicate people User Requirement: Your System Administrator must give you rights to delete. Please note you can't merge synced records on integrated systems. Check box DELETE Source Entity Select/Deselect All Merge Opportunities Merge Leads Merge Cases Description You must have Person delete rights for this option to work. If this box is selected on its own without any other check boxes, then the source person and all of the associated data (communications, opportunities etc) from the source person will be deleted. Note: This is the case, even if the user does not have delete rights for the associated data. Use Select All to delete the source person and merge the associated data over to the destination person. Check this option to merge the opportunities associated with the source person over to the destination person. For example, opportunities associated with the duplicate source person, "Clemence Sticky" is associated with the destination person "Clemence Stickings" after the merge. Check this option to merge the leads associated with the source person over to the destination person. Check this option to merge the cases associated with the source person over to the destination person Sage CRM

60 Chapter 4: Adding customer information Check box Merge Relations Merge Library Merge Communications Merge Notes Description Check this option to merge the linked information set up by your System Administrator and associated with the source person over to the destination person. Check this option to merge the documents associated with the source person over to the destination person. Check this option to merge the communications associated with the source person over to the destination person. Check this option to merge the notes associated with the source person over to the destination person. 1. Find the person that you want to keep and use as the destination person. Usually, this is the person with the most information stored against them. 2. Click the person's name. 3. Click Change and then click Merge Person. This displays an additional panel, Merge Person. 4. Click the magnifying glass, search for and click the source person. 5. Check the boxes according to the information that you want to merge. Unlike the company merge, you also have the option to keep the source person. 6. Click Save. The destination Person Summary page is displayed. A review of the tabs shows that the information associated with the source person has been copied across to the merged person, according to the check boxes you selected. The source person is only deleted if you selected Delete Source Entity. Deleting company or person records User Requirement: System Administrator or Power User rights 1. Find and open the company or person you want to delete. 2. From the Summary page, click Delete, then Confirm Delete. If your profile doesn't allow you to delete company or person records, you can either: Ask your administrator to give you the rights to merge Company and Person records. Set the company status to inactive. Your System Administrator can also add a status field to the Person Summary page. Open the Company Summary page. Click Change. User Guide 4-17

61 Chapter 4 Select Inactive from Status. Click Save Sage CRM

62 Chapter 5: Appointments and tasks Creating a task Creating an appointment Scheduling a callback Communication fields and icons Scheduling unlinked communications Scheduling a quick appointment or task Notifications Changing the status of a communication Finding a communication Adding attachments to tasks Reassigning an existing task to a colleague Scheduling a task for a colleague Checking a colleague s calendar Navigating your calendar Meeting planner Reviewing contact history Inviting external attendees to a meeting Recurring appointments Deleting a communication Synchronize my CRM and Outlook calendars Creating a task 1. Right-click or hover over New Task.You can also click New Task from the calendar area. 2. Enter the details on the page. The time and date fields under Due Date/Time are automatically populated with the current date and a time 30 minutes into the future. 3. Click Save. Creating an appointment 1. On the My CRM Calendar tab, click New Appointment. Alternatively, right-click or hover over New Appointment. 2. Fill in the details of the appointment. Use the Regarding panel to link the appointment to an User Guide 5-1

63 Chapter 5 existing company and person. 3. Ensure your name is selected from the list of users, and click Save. Scheduling a callback Following an internal meeting, you're asked to make contact with a potential business partner. You receive information that the managing director is away at a conference. The call would be best timed after his return a week from today. You want to capture this information as quickly as possible and then move on to other tasks at hand until the call is due. 1. Right-click or hover over the Find menu button and select Person. 2. Type the name of the person and click Find. 3. Click the person you want to schedule the callback with. 4. Right-click or hover over the New menu button and click Task. Note: You can also click Task directly from the New Pop Out list or from My CRM Calendar. The difference is that you then need to find the person you're scheduling the communication with, using the Regarding panel. 5. Enter the details and click Save. Communication fields and icons A communication can be a task or an appointment. Regarding panel Details panel Scheduling panel Meeting Planner panel Follow-up panel Campaigns panel Action type icons Status icons Priority icons Regarding panel fields Field Company Person About Description The company you're communicating with. If linked, you can jump to the related Company record. The person you're communicating with. If linked, you can jump to the related Person record. The related opportunity or case. If linked, you can jump to the related Opportunity or Case. 5-2 Sage CRM

64 Chapter 5: Appointments and tasks Details panel fields Field Action Subject Location Details Status Priority Territory Private Created By Created Date Percent Complete Description The type of task, for example, Phone Out. Subject of the communication. Appointments only. Location of the appointment. You can add a Resource user, for example, London meeting room. If you've already typed some text, the resource user is added afterward, after a semicolon. A summary of the task. Status of the communication. For example, planned, complete, or canceled. Priority of the task. For example, high, medium, or low. Security territory of the communication. For more information, see Territory management (page 4-7). Select this checkbox if the task should only be viewed by the assigned user. Once your save the communication, this displays the user who created it. Once you save the communication, this displays the creation date. This tracks the progression of a task. If you work only in Sage CRM, this displays either 100% when the task is complete, or 0% if the task is canceled. If your tasks are synchronized from Outlook, the field displays the value set in Outlook (any value from 0% to 100%). User Guide 5-3

65 Chapter 5 Field Completed Time Description This records the time and date at which a communication was completed. When you insert or update a communication, these rules for Completed Time apply : If the status is not complete,then the completed time is set to blank. If the status is complete,then the completed time must be filled in. If you don't fill it in (or leave it blank), then it is set to current time. Organizer If Exchange Integration is enabled, this field is only displayed for appointments. You can edit it when creating an appointment in Sage CRM. It defaults to the user creating the appointment, but can be changed. This is a mandatory field. If Exchange Integration is not enabled, this field is read-only, and is displayed once you save the communication. It shows the name of the communication organizer. If the communication is created in Sage CRM, the field displays the same name as the Created By field. If an appointment is created in Classic Outlook integration, and then synchronized with Sage CRM, this field shows the name of the meeting organizer. If the Classic Outlook meeting organizer is not a Sage CRM user, then their address is displayed. Scheduling panel fields Field Due Date/Time Description Date the task must be completed by. This appears in all Sage CRM Communications lists and determines where the task appears in the Tasks panel of your Calendar View. When you add a due date/time, the Onscreen Reminder field is enabled, and the reminder date/time set to the same time as the due date/time. 5-4 Sage CRM

66 Chapter 5: Appointments and tasks Field User Description The person who is responsible for executing the task. If Sage CRM system has less than ten users, this field is displayed as a list. You can select several users at the same time by using the mouse and holding CTRL key. If Sage CRM has more than ten users, use the Search For field to find users more easily. You can select several users at the same time by using the mouse and holding the CTRL key. Click Add to assign them to the task or meeting. Note: When you add more than one user to a task, you're creating multiple tasks. Start Date/Time Onscreen Reminder Reminder Date/Time Send Reminder Message Team Date/time the task is active from. Used in Outlook if you're filtering tasks by the active date and time. This field is implementation dependent and may have been switched off by your System Administrator. Select this checkbox to get an onscreen reminder for the task. Date/time of the reminder. Defaults to the due date/time. If the Onscreen Reminder field is enabled, select this checkbox to receive the reminder in different formats depending on the priority of the communication. The different formats and priorities are set up within Preferences. For more information, see Preferences (page 23-1). The team the task is assigned to. If the new communication is an appointment, the Scheduling panel includes the additional fields described below. Field Date / Time Description Start date and time of the appointment. Defaults to the current date/time. User Guide 5-5

67 Chapter 5 Field End Time All Day Event Reminder Description End date and time of the communication. Defaults to half an hour after the Date/Time. Select this checkbox to make the appointment an all-day event. The date/time and end time date become read-only and the appointment is set to last from 00:00 to 11:59 pm (23:59) the same day. When viewed in the Calendar, an all-day event appointment is prefixed with "All Day Event". Select the length of time from the list. This is the length of time prior to the meeting taking place that you receive a reminder. Recurrence Click this to make an appointment a recurring event. For example, you can set up a team meeting every Monday at AM. Meeting planner panel The Meeting Planner panel is displayed on all appointments (communications where the Action field is set to Meeting). It is not displayed for recurring appointments or tasks. Follow-up panel fields Field Create Follow-up Task Create Follow-up Appointment Create Follow-up Opportunity Description Select this checkbox to create a new task based on the current information, immediately after saving the current task. Select this checkbox to create a new meeting based on the current information, immediately after saving the current task. The Create Follow-up Task and Appointment checkboxes cannot be checked at the same time Select this checkbox to generate a new opportunity based on the current information. This is only displayed when editing existing communications. 5-6 Sage CRM

68 Chapter 5: Appointments and tasks Field Send SMS Message Immediately Description If SMS messaging is enabled by your System Administrator, select this option immediately to notify the user(s) assigned to the task or meeting. Campaigns panel fields To link the communication to a marketing campaign, click Show Campaigns. Field Wave Activity Response Type Description Search and link the communication to a campaign wave activity. If the communication is scheduled within the context of a wave activity, the wave activity is read-only. Once the communication is linked to a wave activity, you can select a response type. Communications generated within the context of a campaign are automatically linked to a wave activity. When edited, the Campaigns panel is immediately displayed. For more information, see Campaign management (page 17-1). Action type icons Icon Action Vacation Phone Out Phone In Letter Out Letter In User Guide 5-7

69 Chapter 5 Icon Action Out In Fax Out Fax In Meeting Demo To Do Status icons Icon Status Pending In Progress Complete Canceled 5-8 Sage CRM

70 Chapter 5: Appointments and tasks Priority icons Icon Priority High Normal Low Scheduling unlinked communications You can create new tasks and appointments, which are not linked to a company or person. This commonly occurs with internal communications. 1. On the My CRM Calendar tab, click New Task. The Enter New Task page is displayed. 2. Fill in the details. Leave the Regarding panel blank. 3. Ensure that your name is selected from the list of users. 4. Click Save. Scheduling a quick appointment or task Some appointments or tasks don't have to be linked to Person or Company records. To create a quick appointment: 1. Click the My CRM Calendar tab. If you're in List View, click Calendar View. 2. Type a few key words in the Quick Appointment field at the top of the Calendar panel. 3. Select the time and approximate duration from the next two fields. 4. Click Quick Appointment.. Note: When you create a quick appointment in Day view, the appointment is scheduled for the day you're looking at, not for the current day. To create a Quick Task, repeat the steps described above using Quick Task at the top of the Tasks panel. Notifications Notifications are usually reminders for tasks or appointments. The number of notifications you have is displayed in a Notifications bar towards the top of the browser window. To display a list of outstanding notifications, click Notifications. Extend an individual notification, and click View Original to go to the original communication. To clear a single notification reminder, click the close icon next to the notification. User Guide 5-9

71 Chapter 5 To snooze a single notification reminder, click Snooze For next to the notification and choose a snooze duration. To dismiss all notifications, click Clear All or Snooze For All. Changing the status of a communication Depending on your access rights, you can change the Status, Team, Territory, and Regarding panel fields for a task. 1. Open your Calendar. 2. In List view, click the action icon for the task. The Task Synchronization Management Fields Details page is displayed. 3. In Calendar view, click the Pending status icon. The status is automatically changed to Complete and the Task Details page is displayed. 4. As you're making the call, you can add notes to Details. 5. When the call is completed, select Complete from Status. 6. Check the follow-up boxes if required. 7. Click Save. The Calendar page is displayed. The completed task no longer appears in your Calendar. It's saved in the Communications tab of the Person with whom the call was scheduled, forming part of the customer history. Tasks are rolling in Sage CRM; a task stays in the Tasks panel of your calendar until it's completed. Appointments are not rolling; an appointment stays in your calendar on the date and time scheduled. For more information, see Navigating your calendar (page 5-12). Finding a communication 1. Right-click or hover over Find Communication Search Communication. 2. Enter your search criteria. 3. Click Find. A list of results is returned. Adding attachments to tasks 1. Find and open an existing task, or create a new task. 2. Click Add Attachment. If you're creating a new task and have not yet saved it, you are prompted to do so. 3. From the Attachments tab, click Add File. You can also drag and drop the attachment(s) to the Drop files here... area (not available on Internet Explorer). In IE, click Browse to navigate to the file. In other browsers, select the file(s) you want to add. A list of the file(s) you have attempted to upload is displayed. The green check mark and red cross icons indicate whether the files uploaded or not. To upload successfully, the files must comply with the system file size, type, and number of files settings. These are defined by your System Administrator Sage CRM

72 Chapter 5: Appointments and tasks 4. Click Save. You can use Add File to attach more files to the task. To view a file you've already attached, click the paperclip icon next to the attachment, or drill into the attachment and click View Attachment. All files attached to a task in the context of an entity (Company, Person, Opportunity etc) are also saved as entries in the Documents tab of that entity. Reassigning an existing task to a colleague 1. On your Calendar tab, click the Action icon of the task. The Task page is displayed. 2. Select the name of your colleague from User. 3. Click Save. The task is now displayed in your colleague's Calendar/Tasks tab. Scheduling a task for a colleague 1. Click the My CRM Calendar tab. 2. Click New Task. 3. Use the Search Select buttons to link the task to a company and person in the Regarding panel. Regarding panel 4. Add in the task details,and select your colleague from User. 5. Click Save. The new task is displayed in the Communications tab of the company and person selected, and in the Calendar tab of the assigned user. Created By indicates who scheduled the task. Checking a colleague s calendar If you've appropriate security rights, you can check a colleague s calendar. To check your colleague s calendar using the Calendar tab 1. Click the My CRM Calendar tab. 2. Type the first few letters of the user s name in the Find field in the context area. 3. If there is more than one match, click the name from the My CRM For list. Otherwise, the name appears in the My CRM For field automatically. 4. Click the right-pointing arrow beside the My CRM For field. Your colleague s calendar is displayed. To check a colleague s calendar while you're scheduling a meeting 1. Begin creating the meeting in the normal way. 2. Review the Meeting Planner panel on the Enter New Appointment page. User Guide 5-11

73 Chapter 5 3. Any conflicts with the current meeting are highlighted in red. Hovering over the overlap shows the details of the meeting. 4. After you have made adjustments, save the meeting in the normal way. Navigating your calendar Graphic Description To create a new appointment, click New Appointment. To create a quick unlinked calendar entry, enter a few key words, select a time and approximate duration, and click Quick Appointment. To create a new task, click New Task. For example, a call back you need to make. To create a quick item in your task list for the day, enter a few key words, and click Quick Task. To create and send an , click New . To reduce or expand the your list of tasks that's displayed, select a duration from Tasks To View. You can toggle overdue tasks on or off. Overdue tasks are highlighted in red. By default, the Filter Box shows all Pending appointments and tasks. You can change this to show Canceled, Complete, or All types of Status. When you change filter settings, remember to click Apply Filter Sage CRM

74 Chapter 5: Appointments and tasks Graphic Description To display the list view of the Calendar/Tasks page, click List View. When you're in the list view, and want to display the calendar view, click Calendar View. To print all appointments and tasks for the daily or weekly calendar view, and all overdue tasks, click Print. If you have access, you can click another user's name within My CRM to view their calendar. To switch back to your own calendar, click your name from the context area of the screen. The My CRM For field is always available in this context. The Find field is available only when there are more than 10 users in the system. Use the View By list at the top of the Calendar panel to switch between daily, weekly, monthly, and yearly views of your calendar. You can customize your daily view in My CRM Preferences. For more information, see User preferences (page 23-1). Note: The monthly and yearly calendar views need more space to be displayed. If you select either of these options, the Tasks panel isn't displayed. Tasks are displayed on the Monthly and Yearly calendars. User Guide 5-13

75 Chapter 5 Graphic Description Use the date display at the top of the Calendar panel to navigate forwards and backwards from the current date. To select a specific date, click the calendar icon. Note: Changing the date display on the Calendar panel affects the view of your appointments in your calendar. The tasks that you can view are determined by the settings at the top of the Tasks panel. To display daily view of your calendar for today, click View Today. You can reschedule appointments in your calendar by drag-and-drop. Select the communication icon and drag the appointment to a new time or date. Gray shading indicates the current time, date or week in the daily, weekly, and monthly calendar views respectively. Meeting planner To speed up the planning process, a meeting planner tool is available on the Enter New Appointment page. You can schedule a meeting and invite your colleagues. 1. Go to Calendar, and click New Appointment. Your user name is already selected as an attendee in the meeting planner. 2. Link the meeting to a person in Sage CRM. To invite colleagues, search for the names in the User field and click Add. They are displayed in the meeting planner. Conflicts with the current meeting are highlighted in red. Hover over the overlap to see more details of the meeting. Meeting Planner showing overlapping meetings 2. When you've filled in the relevant details for the communication, click Save. In the Team CRM calendar, an appointment icon is displayed for each invited user Sage CRM

76 Chapter 5: Appointments and tasks You can't create meetings which last more than 24 hours. Reviewing contact history If you want to find out what contact your company has had with a particular company or person, you can investigate it in a number of ways. With the company or person Quick Look tab selected, review your recent history with this company or person at a glance. The Quick Look tab lists the most recent communications, cases, and sales opportunities linked to the company or person. With the company or person Summary tab selected, run a Company or Person Summary report to review a quick overview of account information in PDF format. With the company or person Communications tab selected, review the list of communications your company has had with the company or person. Inviting external attendees to a meeting The External Attendee tab is displayed when editing an existing appointment in CRM. It shows everyone who has been invited to the meeting, who is not a CRM user. This can include people who are at the same company that the appointment is about, an external consultant, or even colleagues who are not CRM users. If the External Attendees tab contains any people, then a small person icon is displayed on the External Attendees tab. The Regarding panel of an appointment lets you link the appointment to the main company, person, and opportunity (or quote, order, or case) that the meeting is about. This displays the appointment in the Communications list of the selected company, person, and opportunity (or quote, order, or case), thereby keeping track of valuable customer history and planned actions. Regarding is not the same as Invited. People invited to the meeting, who are not CRM users, should be represented in the External Attendees tab The User field on the Scheduling panel lets you link the appointment to other CRM users. This displays the appointment in each of their calendars, ensuring accurate scheduling for everyone involved. The External Attendees tab: Lets you link multiple people to the appointment from within CRM. These people can work at the same Company set in the Regarding panel on the appointment, or they may be from other companies, or individuals with no company affiliation. Lets you view the appointment in the Communications list of each person from the External Attendees tab, as long as they exist in CRM. Again, this keeps that vital customer data up-todate. If you're working with Exchange Integration, and create the appointment in CRM, each person on the External Attendees tab with a valid address, is sent a meeting invitation. If you're working with Exchange Integration, and create the appointment in Exchange, each person who has been invited is displayed in this tab. This includes contacts who are not in the CRM database, and colleagues, who are not CRM users. For the last two types of contacts User Guide 5-15

77 Chapter 5 mentioned, just their address is displayed is the list. No linked contact or communication is displayed anywhere else in CRM. Shows the response to the meeting invitation from Exchange. Please refer to the Appointments: Exchange to CRM (page 7-6) section in Exchange Integration for more information about how this feature works when Exchange Integration is being used. Recurring appointments The Recurring Appointments feature allows appointments (meetings) to recur based on a defined recurrence pattern. Many companies have regularly occurring events, for example, an Engineering Department progress meeting on the first Monday of every month. Instead of having to manually enter each event, this can be done by creating the appointment once and setting up a recurrence pattern. Find out more about recurring appointments in: Creating a recurring appointment Changing a recurring appointment Deleting a recurring appointment Creating a recurring appointment 1. Click New Appointment from within the Person, Company, Lead, Opportunity, or Solution context, or from My CRM. 2. Click Recurrence. 3. Set the Recurrence Pattern to Daily, Weekly, or Monthly. 4. Select the Daily Pattern for each date in the series. If you select Occurs Once At, only one communication is created for each date set up in the recurrence pattern. If you select Occurs Every, several communications are created. Use Starting At and Ending At times to specify a range in which the communications will occur. Note: The Occurs Every option, is disabled if Exchange Integration is being used. 5. Select the Start Date and End Date for the recurring pattern of appointments. 6. Click Continue and then click Save. The default maximum number of occurrences is 200. This is set by your System Administrator. If you exceed the maximum number of occurrences, an error message is displayed and you can't save the appointment. Changing a recurring appointment 1. Click the appointment icon. The text on the lower part of the Scheduling panel indicates the current recurrence status of the appointment. 2. To change the date or time or any of the recurrence details, click Recurrence. 3. When you've made your changes, click Continue Sage CRM

78 Chapter 5: Appointments and tasks 4. You can edit other details of the communication, for example the attendees,and decide if the changes apply to just one appointment or to all the recurrences for this appointment. 5. Click Save. 6. If you've made changes to the appointment, a dialog box opens and lets you apply your changes to This Appointment Only, All Appointments In The Series, or This and Future Appointments. You can turn existing non-recurring appointments into recurring appointments and vice versa. Deleting a recurring appointment If you've rights to delete communication records, you can also delete recurring appointments. You do this in the same way as non-recurring appointments. When you select All Appointments In The Series, all recurrences of the appointment are deleted. Deleting a communication User Requirement: Your System Administrator must give you rights You can change a communication status to Complete or Canceled. All communications, even those completed in the past, form an important part of the customer history. 1. Find and open the communication you want to delete. 2. From the Details page, click Delete. If the communication has attachments, for example an or a letter, then they arealso be deleted, and no longer available in the Documents tab of the associated entity (Person, Company, Opportunity, etc.) Note: This does not apply to mass mail communications deleted in the context of a recipient. 3. Click Confirm Delete. User Guide 5-17

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80 Chapter 6: Sage CRM Setting a default template Sending an Use Microsoft Outlook to send s Replying to an Converting s Filing inbound and outbound s shortcut keys Sage CRM You can send and receive s from Sage CRM. This means that you: Don t need to retype or remember contact addresses that are already in the system. Can store s with a customer record for future reference. Can convert inbound s directly to a customer service case, a sales opportunity, or new lead. Setting a default template You can set a default template which is automatically used when you create a new . All values in the default template are copied to the new . The System Administrator defines the list of default templates. 1. Click My CRM Preferences and then click Change. 2. Select the template you want to set as default from Default Template. 3. Click Save. Sending an You can specify that the screen takes up the whole Sage CRM screen or is displayed in a new browser window. A new browser window lets you continue working in the system and write an at the same time. For more information, see Preferences (page 23-1). Using Microsoft Outlook to send s You can merge customer details with the functionality in Sage CRM and then send the using Outlook. 1. Find the person or company you want to and click their address. 2. Click Send Using Outlook. An Outlook window is displayed, with the person's address in To. User Guide 6-1

81 Chapter 6 3. Type and format the body of the Click Send in the Outlook window. The is sent by Outlook, and is also saved with the Communication record against the person or company it was sent to. Any attachments to the Sage CRM are automatically attached to the Outlook . Replying to an You can reply to an that's stored in Sage CRM with a Communication record. 1. Find the person who you received the from. 2. Click the Communications tab within the context of the person. 3. Click the Communications icon of the you sent. 4. Click Reply or Reply All. 5. Complete the fields and send the . For a description of fields, see Sending an (page 6-1). Converting s You can convert an inbound or outbound communication, where the action type is In or Out, to a Case, Opportunity, or Lead. If Management is installed, inbound s are automatically filed against the matching Person or Company record. You can then convert the directly to a customer service case using the workflow buttons on the right-hand side of the Communication screen. 1. Open the In/Out communication that was created when you sent or received the Select New Case, New Opportunity, or New Lead from Create. 3. Enter the details of the Case, Opportunity, or Lead and click Save. The Case, Opportunity, or Lead is saved against the person or company you ed. Filing inbound and outbound s If the Outlook Plug-in for either Exchange Integration or Classic Outlook integration is installed, you can use File from Outlook to file an inbound communication with the customer record in Sage CRM. For more information, see See "Filing s from Outlook to CRM (Classic Outlook integration)" on page If your System Administrator has set up Sage CRM to use the Management functionality, inbound s are automatically filed against the matching Person or Company record. Outbound s sent from Sage CRM, or from CRM using Send Using Outlook, are automatically BCCed to a Mail Manager Server Filing address. Note: In Sage CRM, this address isn't visible in the BCC field. To see if Management functionality is set up, click Send Using Outlook. The Mail Manager Server filing address is visible in the BCC field. 6-2 Sage CRM

82 Chapter 6: You can send s from outside Sage CRM to a customer and manually add the Mail Manager Server Filing address to the BCC field. When you send an from Sage CRM, or from Outlook or another application, and manually BCC the Mail Manager Server Filing address, a Communication record is automatically created for the customer who matches the address in the To field. For more information, see Rules applied to handling (page 6-3). Attachments to s are filed with a Communication record in Sage CRM. Inbound s Inbound s can be forwarded to the Mail Manager Server Filing Address. When this happens, a new Communication record is created in Sage CRM. Attachments are saved with the communication. For s received by users and then forwarded to the Mail Manager Server Filing Address, this address must be the only address in the To field. The original sender's address must be the first address contained in the body of the that's forwarded to the mailbox. This is because Management recognizes the first address in the body as the original sender's address. Note: You may need to retype the sender s address at the top of the forwarded to ensure this filing takes place correctly. Your System Administrator can customize Management functionality for your specific needs. For example, incoming s to the support@domain.com could automatically create a Case assigned to the Customer Service team. Rules applied to handling When an is received in the specified mailbox, the database table is checked for all people associated with the address. If only one person is associated with the address even if the address is used as a private and business type a communication is created for the person and is associated with the Sage CRM user. If an associated person can't be found or if multiple people are associated with the address, the table is checked for an associated company and a communication is created for the company. This is also associated with the Sage CRM user. shortcut keys You can use the following shortcuts: Short cut Shift + Click What it does Opens new and puts addresses in To. Ctrl + Click Opens new and puts addresses in CC. Alt + Click Opens new and puts addresses in BCC. User Guide 6-3

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84 Chapter 7: Exchange Integration In this chapter you will learn how to: Understand how Exchange Integration works. Get started with Exchange Integration. Synchronize contacts. Synchronize tasks. Synchronize appointments. Understand stub appointments. Review Exchange Integration logs. Install the Outlook plug-in. Work with the Outlook plug-in. What is Exchange Integration? Sage CRM Exchange Integration is an integration between Sage CRM and the MS Exchange Server. There is no synchronization to individual Outlook clients. The synchronization runs in the background and does not require users to trigger synchronization - it continues even when Outlook clients are closed. Appointments, Tasks, and Contacts can all be synchronized between Sage CRM and the MS Exchange Server. This means that the functionality is supported regardless of whether the user is working in Outlook Web Access, the Outlook client, or via a mobile device that connects to Exchange.The structure of Communications (Appointments and Tasks) in CRM even supports the more complex organizer / invitee features of Exchange. There is a simple plug-in component which can, but does not have to be, installed on the client machine. This provides further functionality such as allowing users to file s, and add new contacts to CRM from the Outlook client. This plug-in can be installed by the user or via an Active Directory Group Policy MSI install. The synchronization direction, conflict resolution, and logging settings are all managed by the System Administrator, and can be customized to suit your organizations' needs. Getting Started with Exchange Integration Do I need to install anything to get Exchange Integration working? No. Your System Administrator sets up the connection to Exchange, enables your mailbox for synchronization, and starts the synchronization process. Data then starts syncing between the selected mailboxes and CRM according to the sync options set up by the System Administrator. The System Administrator can even automatically install the optional Outlook plug-in, which gives you some extra features. The plug-in can also be installed manually. Your System Administrator will User Guide 7-1

85 Chapter 7 advise you if you need to do this - it is a few simple steps, described here: Installing the Outlook Plug-in for Exchange Integration (page 7-7). How do I know my mailbox is synchronizing with CRM? Your System Administrator has told you. You get a notification next time you log on to CRM. You may have a tab in My CRM called Exchange Integration Logs. Does everything in my mailbox synchronize to CRM? No, that is unlikely. It depends on the sync options selected by the System Administrator. In a typical default set-up, the following data synchronizes: Tasks modified within the last 14 days. Appointments, where the end date is in the last 14 days, or sometime in the future. Recurring appointments, where the end date of the recurrence pattern is in the last 14 days, or sometime in the future. Contacts, which are in the My CRM Contacts list, and contacts in Exchange, which are already linked to CRM. Only default calendar, task list, and contact folders are synchronized. Sub- or secondary folders are not included. Synchronizing Contacts This section assumes that: Synchronization has been enabled by the System Administrator. Your mailbox has been enabled for synchronization by the System Administrator. Contacts are synchronized in both directions. Where conflicts arise, the CRM update takes precedence ("wins"). Note: The default synchronization options described above may have been customized by the System Administrator, therefore some outcomes may vary slightly from those described. Contacts: CRM to Exchange Note: If you're working with Classic Outlook integration, please refer to Adding contacts: CRM to Outlook (Classic Outlook integration) (page 8-5) for more information on working with the My CRM Contacts tab. To flag CRM contacts for synchronization with Exchange: 1. Click My CRM Contacts Add Contacts. 2. Search for the contacts you want to synchronize. For example, search for all people who work at the company Design Right Inc. 3. Use the Select/Deselect All check box to toggle all the contact selections on or off. 4. Click the Add Contacts button. The Contacts page is displayed, showing the contacts that you selected. 7-2 Sage CRM

86 Chapter 7: Exchange Integration 5. You can perform further searches to add more people to the Contacts tab. A quick way of adding, for example, all contacts where you're the Account Manager, is to click Add Group Of Contacts. You can also add a person to the Contacts tab from the Summary tab of any person in CRM, by clicking the Add To My Contacts button. 6. After the next synchronization has taken place, click the Contacts folder in Outlook to check the people you chose from CRM are there. Contacts synchronized between CRM and Outlook are tagged with the Category CRM Contact. This can be viewed by selecting the contact in Outlook. Note: When a contact is added from CRM to an Exchange mailbox, deduplication takes place against the Company Name, and the Person First, Middle, and Last Name. The values in all of these fields must match (this includes matching a "blank" for non-mandatory fields) for the contact to be considered a duplicate. If this happens, a link is established to the contact in Exchange. Updating and Deleting Contacts in CRM When you remove contacts from the My CRM Contacts list, which have already been added to your Exchange mailbox, they do not get deleted from your mailbox, instead the link to CRM is broken (the CRM Contact category is removed). If the contact is deleted from the CRM database, then the contact is completely removed from your mailbox. Contacts: Exchange to CRM Contacts, which are already linked to CRM, are synchronized from Exchange to CRM. Contacts become linked in two ways: Contacts, which originated from CRM (My CRM Contacts) in the first place, are automatically linked to CRM. Any updates or deletes to these contacts in Exchange are synced back to CRM. Contacts, which have been added to CRM from Exchange using the Outlook plug-in Add Contact feature, and have been synchronized. Please refer to Working with the Outlook Plugin for Exchange Integration (page 7-9) for more information. Note: Contacts in Exchange will not synchronize to CRM unless they are explicitly linked in one of the above two ways. Updating and Deleting Contacts in Exchange If two or more users update contacts in their Exchange mailboxes, who are linked to the same single contact record in CRM, then the most recent update "wins", and the change is synched back immediately to the linked contact records in the other Exchange mailboxes. When a contact is deleted in a user's mailbox in Exchange, it is removed from the My CRM Contacts list for that user, but not deleted out of CRM. Synchronizing Tasks This section assumes that: Synchronization has been enabled by the System Administrator. Your mailbox has been enabled for synchronization by the System Administrator. Tasks are synchronized in both directions. User Guide 7-3

87 Chapter 7 Tasks modified in the last 14 days are synchronized. Where conflicts arise, the Exchange update takes precedence ("wins"). Note: The default synchronization options described above may have been customized by the System Administrator, therefore some outcomes may vary slightly from those described. Important business rules to understand on task synchronization include: A task created by you in Exchange, but assigned to someone else, does not get synched from your mailbox, as you're not the task owner. Copies of tasks, where the mailbox owner is not the same as the task owner are not synchronized. For example, a task which has been assigned to you in Exchange, but which you have not yet accepted (and therefore do not yet "own"), is skipped in the synchronization. A task created in CRM for multiple users (whose mailboxes are all due to synchronize), will be synchronized - as CRM creates an "owned" copy of each task for each user automatically. Recurring tasks are not synchronized. Deduplication takes place on the Subject, CRM User/Exchange Owner, Start Date, and Due Date fields. The Time section of the Date/Time fields from CRM is ignored for deduplication. If the Start Date is blank in either CRM or Exchange - which is quite common, as it is not pre-filled in either system - it is ignored for deduplication purposes. "Mass" tasks, tasks generated against groups or lists, are not synchronized. Tasks: CRM to Exchange To create a task in CRM and view it in your mailbox: 1. Create the task in CRM. For example, a phone call to Arthur Browne of Design Right. Please refer to Scheduling a callback (page 5-2) for more information on how to do this. 2. Once the next synchronization has taken place, check your mailbox Tasks folder to see the task. The information from the Regarding panel in CRM is displayed in the body of the task in Outlook. The content of this text can be customized by the System Administrator. Tasks: Exchange to CRM To create a task in Exchange and view it in CRM: 1. From Outlook, add a new task (Tasks New). 2. Click Save and Close. 3. Switch to CRM, and after the next synchronization has taken place, check My CRM Calendar for the new task. Note: Only tasks from the default Tasks folder are synchronized with CRM. If you have tasks that you do not want to synchronize to CRM, then it is recommended these are created in secondary folders. Synchronizing appointments This section assumes that: 7-4 Sage CRM

88 Chapter 7: Exchange Integration Synchronization has been enabled by the System Administrator. Your mailbox has been enabled for synchronization by the System Administrator. Appointments are synchronized in both directions. Appointments, where the end date is in the last 14 days, or sometime in the future, are synchronized. Where conflicts arise, the Exchange update takes precedence ("wins"). Note: The default synchronization options described above may have been customized by the System Administrator, therefore some outcomes may vary slightly from those described. Important business rules to understand on appointment synchronization include: Exchange to CRM In order to provide a robust and reliable synchronization, appointment synchronization is based on the organizer copy of appointment. This is because the appointment in the organizer's Exchange mailbox is the most reliable version of the appointment available to CRM. Invitees see a copy of the organizer appointment in their CRM calendars - not their own customized versions of the invitee appointment from Exchange. The exception to this synchronization rule is when the Exchange organizer of the appointment is not a CRM user enabled for synchronization, and the appointment includes invitees who are CRM users enabled for synchronization. In this case, the synchronization bases itself on the invitee copies of the appointment, to ensure the calendars of all the CRM users stay up-to-date. In this case, a read-only stub appointment is created in CRM, based on the invitee copies. CRM to Exchange Appointments created in CRM, where the organizer is not a sync user do not sync to Exchange. For example: Susan Maye is not set up to sync with Exchange. William Dolan and John Finch are. In CRM, Susan Maye creates an appointment and adds William Dolan and John Finch to the appointment. This appointment never appears in the Exchange mailboxes of any of the three users. An Exchange Info message is displayed on the appointment to tell you the appointment does not get synced. Exchange to CRM and CRM to Exchange Recurring appointments, where the end date of the recurrence pattern is in the last 14 days, or sometime in the future, are synchronized. Deduplication takes place on the Subject, Organizer, Start Time, and End Time, and All Day Event fields. The values in all these fields must match for the appointment to be considered a duplicate.for recurring appointments, the recurrence pattern and range must also match to be considered a duplicate. Appointments: CRM to Exchange To create an appointment in CRM and view it in your mailbox: 1. Create the appointment in CRM. For example, a meeting with Arthur Browne of Design Right to discuss pricing. Please refer to Creating an appointment (page 5-1) for more information on how to do this. User Guide 7-5

89 Chapter 7 2. Once the next synchronization has taken place, the appointment synchronizes to the Organizer's mailbox, and Exchange sends out the meeting requests. Check your mailbox Calendar folder to see the appointment. The information from the Regarding panel in CRM is displayed in the body of the appointment in Outlook. The content of this text can be disabled or customized by the System Administrator. If the address of a Resource user in CRM matches a mailbox address in Exchange, then the resource displays in Exchange as a resource attendee. Appointments: Exchange to CRM To create an appointment in Exchange and view it in CRM: 1. From Outlook, add a new appointment or meeting request (Calendar New). For example, a meeting with Arthur Browne of Design Right to enter final negotiations. You can add the customer contact (Arthur) to the Required attendee list if you want to send him an invitation to the meeting. 2. Click Save and Close or Send. 3. Switch to CRM, and after the next synchronization has taken place, check My CRM Calendar for the new appointment. Note: Only appointments from the default Calendar are synchronized with CRM. If you have appointments that you do not want to synchronize to CRM, then it is recommended these are created in secondary folders. There are a few things that you'll notice straight away about the way the appointment looks in CRM: There is a small Exchange Sync Info icon in the top left-hand side of the appointment - click this, and a blue banner informs you that this appointment is linked to Exchange. The External Attendees tab shows a person icon on the tab - this indicates that additional people, to those shown on the appointment Details page, have been invited to the meeting. Please refer to Inviting external attendees to a meeting (page 5-15) for more information. If you have invited a customer in the Exchange appointment, for example Arthur Browne,who also exists in your CRM database, they are listed as an External Attendee, and an appointment record is displayed in the Communications tab of the customer record in CRM. Attendees from Exchange, whose mailboxes map to Resource user addresses in CRM, are added to the User list in CRM. If they do not map to Resource user addresses in CRM, they are added to the External Attendees tab in CRM. Stub Appointments Sage CRM Exchange Integration usually carries out appointment synchronization based on the Organizer's copy of an appointment. Invitees, as long as they are CRM users enabled for synchronization, can view a copy of the appointment in their calendars in CRM. The exception to this synchronization rule is when the Exchange organizer of the appointment is not a CRM user enabled for synchronization, and the appointment includes invitees who are CRM users enabled for synchronization. In this case, the synchronization bases itself on the invitee copies of the appointment, to ensure the calendars of all the CRM users stay up-to-date. 7-6 Sage CRM

90 Chapter 7: Exchange Integration These invitee copies of appointments are called Stub Appointments. They are read-only. Click the Exchange Sync Info icon in the top left of the page, and a blue banner gives you more information on the status of the appointment. Reviewing Exchange Integration Logs To review your own log files: 1. Click My CRM Exchange Integration Logs. Your System Administrator must give you rights to view this tab. 2. Choose the type of log to view from the Select log files drop-down field. The list varies depending on the Sync Options set by the System Administrator. 3. Click the log to open it. Reviewing Skipped Items You can review additional information about appointments or tasks, which could not be synchronized in the Skipped Items logs. The following scenarios will cause items to be skipped rather than synchronized: Mailbox Appointments Recurring appointments where the recurrence range results in the number of occurrences of the mailbox series exceeding the Maximum Number of Occurrences allowed in CRM. This is set by the System Administrator in the System Behavior settings. Recurring appointments with no End Date. Yearly recurring appointments with a relative day of the week specified (a day, weekday or weekend-day) in the recurrence pattern. Monthly recurring appointments with a recurrence pattern such as the fourth day/weekday/weekend day of every [x] months. CRM Appointments Appointments (single or recurring) where the organizer is a CRM Sync User but is not present in the CRM User list for the appointment (is not attending the meeting). Recurring appointments where the Daily Pattern is set to Occurs Every. Mailbox Tasks Recurring tasks. Tasks where the owner of the task is not the owner of the mailbox in question. Installing the Outlook Plug-in for Exchange Integration The System Administrator can roll out the Outlook plug-in for Exchange Integration by Active Directory Group Policy. This installs the plug-in on your machine automatically in "silent" mode - so you may already have the plug-in. If not, there is a "manual" install option, as long as the following prerequisites are met: User Guide 7-7

91 Chapter 7 Users must be administrators of their own machines to carry out this installation. You're running Outlook 2007 or The System Administrator has given you rights to see the plug-in button. To manually install the Outlook plug-in for Exchange Integration: 1. Click Install CRM Outlook Exchange Integration from My CRM Preferences. A security prompt is displayed. 2. Click Install to continue. The install checks for.net Framework 4.0. If this is not on your machine, follow the install steps for this first. 3. Click Continue once the.net install is complete. File download and security warning dialogs are displayed. 4. Click Run. The CRM Client Install Shield Wizard is displayed. 5. Before continuing, make sure Internet Explorer and Outlook are both closed. 6. Click Install, and follow the steps on-screen. During the install, you're prompted to confirm connection settings (see table below). 7. Once the install is finished, click Finish. 8. Open Outlook. A number of new options are available - please see Working with the Outlook Integration Plug-in. The following table explains the Connection Settings: Field Server Name Install Name Port Number Use Secure Connection HTTPS Description The CRM server name. Should be auto-filled from the CRM server. CRM Install name. Should be auto-filled from the CRM server. Defaults to 80. Can be changed if required. For example, if HTTPS is used, an alternative port may be needed. Select to use an HTTPS connection. User Name Domain Should be auto-filled from the CRM server. The Exchange Server domain name. Uninstalling the Outlook Plug-in To manually uninstall the Outlook plug-in for Exchange Integration: 7-8 Sage CRM

92 Chapter 7: Exchange Integration 1. Make sure Outlook and Internet Explorer are closed. 2. From Control Panel Add or Remove Programs, click Sage CRM Client Applications, and follow the steps on-screen. 3. You can reinstall manually from My CRM Preferences Re-install CRM Outlook Exchange Integration. Working with the Outlook Plug-in for Exchange Integration When you log on to Outlook after installing the Outlook Plug-in for Exchange Integration, a number of new options are available. The following are described as they appear in Outlook If you're working with Outlook 2010, the same options are available, but from the Sage CRM group on the Mail Home ribbon. Option File Location / Description Toolbar button and Sage CRM menu. Lets you file one or more s to CRM. An must be highlighted for this option to be active. Add Contact Toolbar button and Sage CRM menu. Lets you add a contact to CRM. A contact must be highlighted for this option to be active. The Add Contact option is available if Exchange Integration has been set to synchronize contacts. Send and File Attach Shared Doc Help About Sage CRM Plug-in Sage CRM menu within a new . Launches the File page once the has reached the Sent Items folder. Note: Send Immediately when connected (Tools Options Mail Setup) must be enabled for this option to work. Sage CRM menu within a new .lets you attach documents from My CRM Shared Documents. Sage CRM menu. Launches Sage CRM help for the Outlook Plug-in for Exchange Integration. Version information on the plug-in. When you try to access any of these options for the first time since opening Outlook, you're prompted to log on to CRM. File To file one or more s from Outlook/Exchange to CRM: User Guide 7-9

93 Chapter 7 1. Highlight the (s) to file and click File from the toolbar. CRM searches for matches on the From address for incoming mail, and on the recipients addresses for outgoing mails. The results are displayed in the Target List. 2. Use the Add and Remove buttons to find or remove target companies/people to file under. If multiple people are selected, the (s) are filed against each target specified. 3. Set the Filing Options to determine what kind of communication the (s) are filed against. 4. Select File to carry out the filing in CRM and return to Outlook, or File and View to view the communication in CRM first. Attachments are saved with the communication record. Filed s are marked with the message Filed to Sage CRM. Add Contact The Add Contact option is available if the Exchange Integration has been set to synchronize contacts. To add a contact from Outlook/Exchange to CRM: 1. Highlight the contact in Outlook, and click the Add Contact button. Deduplication is carried out based on the match rules set by the System Administrator in CRM. For example, Company Name "contains", and Person Last Name "contains". Please refer to Preventing duplicate entries (page 4-14) for more information. 2. Review and complete the contact details in CRM, then click Save. 3. The contact is added to the CRM database, and also displayed in the My CRM Contacts list. The Add Contact button is disabled for the contact you have added. If the CRM match rules detected that the contact was already in the CRM database, then it is just added to the My CRM Contacts list. Note: The contact does not show as linked (CRM Contact category in Outlook) until the next synchronization. At that point, deduplication takes places using Exchange Synchronization deduplication. Please see Contacts: CRM to Exchange (page 7-2) for more information Sage CRM

94 Chapter 8: Classic Outlook integration Downloading the Outlook plug-in for Classic Outlook integration Setting up Exchange to work with Office 365 Using CRM from within Outlook Synchronizing contacts Adding contacts: CRM to Outlook Adding Contacts: Outlook to CRM Changing and deleting contacts View contact information from Outlook Synchronizing appointments and tasks Reviewing synchronization conflicts Reviewing skipped items Attaching shared documents to Outlook s Filing s from Outlook to CRM Reinstalling the Outlook plug-in for Classic Outlook integration Uninstalling the Outlook plug-in for Classic Outlook integration Downloading the Outlook plug-in for Classic Outlook integration To use the Classic Outlook integration features of CRM, you need to download the Outlook Plug-in for Classic Outlook integration from within CRM. Before you do this: Check that your account runs on Microsoft Exchange Server, or is a POP3 account, as CRM Outlook client integration is supported for accounts running on Microsoft Exchange Server MAPI or POP3. Roaming Profiles are not supported for Outlook in a Terminal Services or Citrix environment. Check that you're running either Outlook 2010 or Outlook 2013 (Professional Edition). Check with your System Administrator that you're an administrator of your own machine and that Outlook integration / synchronization has been enabled. Check that your timezone is set correctly in My CRM Preferences. Check with your System Administrator how the Classic Outlook synchronization has been configured. Options include: One Way Synchronization. The system can be configured to synchronize from CRM to Outlook only or from Outlook to CRM only. The default configuration is that the synchronization takes place both ways - CRM to Outlook, and Outlook to CRM. Note: When this setting is changed by the System Administrator in CRM, users need to restart their CRM sessions from within Outlook, then synchronize, for this change to take affect. User Guide 8-1

95 Chapter 8 Synchronize Outlook Deletions. If the user deletes appointments, tasks, or contacts in Outlook, then the corresponding records are deleted in CRM, if the user has appropriate rights to delete them. If the user deletes appointments or tasks in CRM, then the corresponding records are deleted in Outlook. If a contact is removed from the My CRM Contacts list in CRM, it is deleted in Outlook. This is the default configuration. Managing CRM And Outlook Updates. This option can be used when One Way Synchronization is set to No, to help manage conflicts that may arise if two people change the same information in either system since the last synchronization.conflicts can be viewed via View Conflict Log in Outlook. The settings are: Outlook Updates Win. The changes made to Outlook will appear in both Outlook and CRM. This is the recommended option for organizations that use Outlook as their primary appointment scheduling tool. The default for new installations is Outlook Updates Win. Organizer Updates Win. This only applies to Appointments. The Organizer refers to the person who created the meeting in Outlook. If any users update the same record in both systems and the Organizer synchronizes, then the system behaves as per the Outlook Updates Win setting. If any users update the same record in both systems and an Attendee synchronizes, then the system behaves as per the CRM Updates Win setting. This option is suitable for organizations that mainly rely on CRM for their customer interaction management, however they also have a number of users who work with Outlook to organize and update meetings. This option will ensure that the Outlook organizers changes will be accepted in CRM. CRM Updates Win. Changes made to CRM appear in both Outlook and CRM. This is the recommended option for organizations that use CRM as their primary appointment scheduling tool. Synchronize Outlook Contacts. The default setting is for Contact synchronization to take place between Outlook and CRM. Synchronize Outlook Appointments. The default setting is for Appointment synchronization to take place between Outlook and CRM. Synchronize Outlook Tasks. The default setting is for Task synchronization to take place between Outlook and CRM. To download the Outlook plug-in for Classic Outlook integration: 1. Close Outlook if it is currently open. 2. Click My CRM Preferences. 3. Click the Install CRM Outlook Integration button. If the Microsoft.NET framework is not already installed on your computer, you're prompted to install it at this point. The.NET framework must be installed for the Outlook plug-in to work. 4. Once the.net installation has finished, click Continue. The Security Warning dialog box is displayed. 5. Verify the information in the security prompt, and click Run. The CRM Client InstallShield Wizard is displayed. 8-2 Sage CRM

96 Chapter 8: Classic Outlook integration If the plug-in has already been installed by another user on the current client, the File Download and Security Warning dialog boxes are skipped, and the CRM Client InstallShield Wizard will run automatically to take you through the procedure for installing the Outlook plug-in. 6. Ensure you're logged off CRM and Internet Explorer and Outlook are closed before continuing with the install. 7. Complete the InstallShield Wizard steps. 8. Open Outlook. CRM Classic Outlook integration features are displayed within Outlook. In CRM, the Install icon changes to a Reinstall icon. Setting up Exchange to work with Office 365 If you re connecting to your Office 365 for business , you don t need to look up your settings. For Office 365 for business, use the following settings. Server name Port Encryption method POP3 outlook.office365.com 995 SSL IMAP4 outlook.office365.com 993 SSL SMTP smtp.office365.com 587 TLS If you re using Microsoft Exchange-based but are not using Office 365 for business, do the following to look up your settings: 1. Sign in to your account using Outlook Web App. For help signing in, see Sign in to Outlook Web App. 2. In Outlook Web App, click Settings settings Options Account My account. 3. On the My account page, click Settings for POP or IMAP access. The POP3, IMAP4, and SMTP server name and other settings you may need to enter are listed on the Settings for POP or IMAP Access page under POP setting or IMAP setting, and SMTP setting. Using CRM from within Outlook (Classic Outlook integration) The Sage CRM options are available from the CRM ribbon. After the plug-in is downloaded, the following features are displayed in Outlook: A CRM ribbon with groups. See table below for details. A CRM Options page. To access it, click Options in the CRM ribbon of Outlook, or click Options on the CRM Logon page. The following table explains the CRM Actions group in the CRM ribbon. User Guide 8-3

97 Chapter 8 CRM Actions group File Add Contact Description File single or multiple records with the company or person record in CRM Highlight an individual Outlook contact, then add to CRM using this button. The following table explains the Synchronization group in the CRM ribbon. Synchronization Group Sync View Conflict Log View Skipped Items Sync Info Reset Options Uninstall Description Initiates a synchronization between CRM and Outlook. View conflicts which arise during synchronization to field-level detail. View details about items that were skipped during synchronization. Please refer to Reviewing skipped items (Classic Outlook integration) (page 8-11) for more information. Resets mappings between synchronized contacts, appointments and tasks back to the state they were in after the first post-plug-ininstall synchronization. Opens the CRM Options page. Uninstalls the CRM Outlook plug-in. The following table explains the fields on the CRM Options page. CRM Options Server Name Description CRM install server name. To change the default port (80), add the alternative port after the server name. For example, JUPITER:1234 [Server Name]:[HTTP port] 8-4 Sage CRM

98 Chapter 8: Classic Outlook integration CRM Options Install Name Use HTTPS Sync Every (mins) Show Conflicts Warning if Sync is to Delete More Than [] Items Description CRM install name. Uses an HTTPS connection. To change the default HTTPS port (443), add the alternative port after the server name. For example, JUPITER:10443 [Server Name]: [HTTPS port] Sets the automatic synchronization interval. Displays Synchronization Conflicts window after each synchronization when in Auto Synch mode (the System Administrator sets the automatic synchronization interval). A dialog box is displayed if more than the specified number of records in CRM are going to be deleted as a result of a synchronization. You can then decide to proceed with the deletions or to stop them. Synchronizing contacts (Classic Outlook integration) When you flag the Sage CRM contacts you want to add to Outlook, or when you amend or delete flagged contacts, the end result is reflected in Outlook once a synchronization takes place. You must add Outlook contacts manually, by clicking Add Contact. If you amend or delete these contacts in Outlook, the end result is reflected in Sage CRM once a synchronization takes place. Once contacts have been synchronized, it doesn't matter if you make changes to them in Outlook or in Sage CRM. The details get synchronized both ways. Synchronization can be done manually, or it can be done automatically at specified intervals. Adding contacts: CRM to Outlook (Classic Outlook integration) Before they can get synchronized, you first need to flag the CRM contacts you want to synchronize with Outlook. Note: If a synchronized CRM contact has an address that is shared by another person or company and the user changes that address in Outlook, CRM will update the shared address with the new information during Contact synchronization. To flag CRM contacts and synchronize them with Outlook: 1. Click the My CRM Contacts tab. The Contacts page is displayed. 2. Click Add Contacts. The Find And Add Contacts page is displayed. User Guide 8-5

99 Chapter 8 3. Search for the contact or contacts you want to see in Outlook. For example, search for all people who work at the company Design Right Inc. A list of people matching your search criteria is displayed. They are all unselected by default. 4. Select any contacts you want to see in Outlook. You can use the Select/Deselect All check box to toggle all the contacts selections on or off. Note: You can sort contacts by clicking any subject heading except Remove Contact. 5. Click the Add Contacts button. The Contacts page is displayed, showing the contacts that you selected. 6. You can perform further searches to add more people to the Contacts tab. A quick way of adding, for example, all contacts where you are the Account Manager, is to click Add Group Of Contacts. You can also add a person to the Contacts tab from the Summary tab of any person in CRM, by clicking the Add To My Contacts. You can perform actions ( Merge to Word, Merge to PDF, New Task, Send , Export To File) on your Contacts list in the same way as you can for any search lists or saved searches. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. You can wait until the next automatic synchronization takes place, or you can synchronize manually at this point if you want. 7. Click the Sync button from the Outlook ribbon to synchronize manually. A dialog box shows the synchronization status. 8. If the synchronization process has detected any conflicts, a dialog box is displayed allowing you to review the conflicts. 9. Select the Contacts folder in MS Outlook to check the people you chose from CRM are there. Contacts synchronized between CRM and Outlook are tagged in Outlook with the Category CRM Contact. This can be viewed by double clicking the contact in Outlook. Adding Contacts: Outlook to CRM (Classic Outlook integration) You add Outlook contacts to CRM manually with the Add Contact button. You cannot add a contact from outlook to CRM if the contact in Outlook has company information and the user does not have insert rights to the company entity in CRM. To add the contact, you must either be given rights to insert company data or you must remove the Company information from the outlook record. If you change company information for a contact in Outlook and then synchronize with CRM, the updated company information will not be carried through to CRM. You must manually update the company information for this contact in CRM. CRM field level security is not applied to required fields in Outlook. So, for example, if you delete the contents of a required field in an Outlook Contact and then synchronize with CRM, you will not be warned that a required field has not been populated. 1. Click Contacts from the Outlook Shortcuts group. 2. Highlight the contact you want to add to CRM. 8-6 Sage CRM

100 Chapter 8: Classic Outlook integration 3. Click the Add Contact button from the ribbon. If the Outlook contact contains a company, a dedupe is performed on the Company name. Please refer to Preventing duplicate entries (page 4-14) for more information on handling duplicate contacts. If a company match is detected in CRM, the list of matches is displayed and you can select a matching company by clicking it. Alternatively, if no company on the list matches the contact you're adding, you can click the Ignore Warning and Enter Company button. If you select a company from the list of matching companies, a dedupe is then performed on the Person. Please refer to Preventing duplicate entries (page 4-14) for more information on handling duplicate contacts. If any duplicates are detected, they are displayed. You can select a contact by clicking it. If no duplicates are detected, the new Person page is displayed in CRM within Outlook, with the existing contact details from Outlook filled in. If a company match is not detected, or if one is detected and you click the Ignore Warning and Enter Company button, a new company (that includes the person details on the Person panel) is automatically created using the Company name from Outlook. If the Outlook contact does not have a company associated with it, a dedupe is performed on the Person name. If a person match is detected in CRM, the list of matches is displayed and you can select a matching person by clicking it. Alternatively, if nobody on the list matches the contact you're adding, you can click the Ignore Warning and Enter Individual button. You can create a company for the contact in CRM by clicking New Company on the Person details page. Please refer to Adding a new company (page 4-2) for more information on creating companies. 4. Click Save to save the contact in CRM. The contact is added to the Contacts tab in CRM so that it gets synchronized in the future. When a contact is added from Outlook to CRM, the Outlook plug-in will automatically run synchronization with CRM on contacts only. This is to ensure that any additional information entered in CRM is also reflected in Outlook. Changing and deleting contacts (Classic Outlook integration) If you make any changes to any of your Sage CRM contacts, the changes are reflected in Outlook the next time you synchronize. When you remove a contact from Contacts in CRM or if the contact is deleted from CRM and therefore automatically removed from Contacts, it is deleted from Outlook the next time you synchronize. Viewing Detailed Contact Information from Outlook (Classic Outlook integration) Any contact in Outlook, who has been synchronized with CRM maintains a link to all the detailed customer interaction history in CRM. To access detailed contact information from Outlook: 1. Click the Contacts icon in Outlook. 2. Highlight the contact you want to view detailed information on. 3. Click the View Contact button from the Outlook toolbar. User Guide 8-7

101 Chapter 8 The Person Summary tab of the selected contact is displayed. Synchronizing appointments and tasks (Classic Outlook integration) Before you start working with the Outlook Synchronization feature, you must check that your correct Time Zone is specified in My CRM Preferences. The first synchronization synchronizes: Recurring appointments. Appointments which have been modified in last 14 days. Appointments with an end date between the last 14 days and today. Tasks which have been modified in last 14 days. Tasks with a status of Pending or In Progress. Subsequent synchronizations synchronize: Appointments modified since the last synchronization get synchronized. Tasks modified since the last synchronization. Outlook appointments and tasks (Classic Outlook integration) To schedule a task from Outlook: 1. Click the Tasks folder in Outlook. 2. Click New Task from Home New. The Task window is displayed. 3. Complete the details of the task, and set a reminder if you want. Although you can add a contact to the task in Outlook, this will not be reflected in CRM, even if the contact is in CRM. 4. Click Save And Close. The task is displayed in your Task list in Outlook. 5. Click Sync, then switch to CRM. The task is displayed on the My CRM Calendar tab. If you set a reminder in Outlook, it pops up in Outlook as a Reminder, and in CRM as an onscreen notification.this applies to tasks and appointments. Tasks created in Outlook are given the default completion time of 12 noon on their Due Date in CRM. CRM appointments and tasks (Classic Outlook integration) To schedule an appointment in CRM: 1. Set up the appointment with a contact, for example Arthur Browne, in CRM for next week, and click Save. 2. Switch to Outlook. 3. Click Sync. The appointment is displayed in your Outlook Calendar. Working with appointments, meetings and multiple users (Classic Outlook integration) When you're synchronizing appointments between Outlook and CRM, in particular where some of the users may only use Outlook and not CRM, the synchronization takes place as follows: If you create an appointment in Outlook for a non-crm user, their addresses appear in the CRM appointment at the end of the screen. 8-8 Sage CRM

102 Chapter 8: Classic Outlook integration Outlook Response from non-crm users displayed in CRM If you create an appointment in Outlook for multiple CRM users, multiple users are listed against the appointment in CRM as long as addresses have been set up against the user. The Outlook meeting organizer is displayed in the Organizer field in CRM. CRM users as Attendees in Outlook and CRM If you create an appointment with a person, for example, Arthur Browne in CRM, his address appears on the list of attendees in Outlook. You do not see from CRM if he has accepted the meeting and can attend. Person in CRM as attendee in Outlook When a user in CRM creates an appointment and links a person or company to it, the selected company or person is displayed in the body of the appointment in Outlook. If you create an appointment in CRM with a user who does not have an associated address, for example, a Resource user such as London Meeting Room, the appointment is synchronized with Outlook, but the user is not displayed in the appointment in Outlook. Only one Outlook calendar folder (the default Calendar) is supported by CRM Outlook Integration. Private appointments (and tasks) do not get synchronized between CRM and Outlook. User Guide 8-9

103 Chapter 8 Recurring appointments and tasks (Classic Outlook integration) When creating a recurring Appointment in Outlook, an End By date must be selected on the recurrence dialog box if the appointment is to be synched to CRM. Recurring Tasks are not synchronized from Outlook to CRM. Recurring Appointments created in CRM get synchronized to Outlook. The default maximum number of occurrences allowed in CRM is 200. This is set by the System Administrator. If you create a recurring appointment in Outlook with a greater number of occurrences than that allowed in CRM, then the appointments will not get synched. You should also note that CRM allows you to have more than one recurring appointment from a series occurring on the same day, but Outlook does not. All day events (Classic Outlook integration) An All Day Event in Outlook becomes an All Day Event in CRM. An All Day Event in CRM becomes an All Day Event in Outlook. For example, an All Day Event for Friday in Outlook, starts in CRM on Friday at 00:00 and ends on 23:59 Friday. An All Day Event appointment created in CRM is displayed in Outlook as an All Day Event. Reviewing synchronization conflicts (Classic Outlook integration) Conflict information is generated if two people change the same information in either CRM or Outlook since the last synchronization (and the System Administrator has set the appropriate User Configuration settings). For example, an appointment is created in Outlook starting at 4 pm, finishing at 5.30 pm. The appointment is synchronized, and is displayed in CRM. Before the next synchronization takes place, one user changes the end time to 4.30 pm in CRM, and another user changes the end time to 6 pm in Outlook. When synchronization takes place, the appointment end time is updated to 6 pm in CRM and Outlook, and a conflict is displayed in Outlook. To review the synchronization conflict: 1. In Outlook, click CRM View Conflict Log. The Synchronization Conflicts window is displayed. 2. Click the conflict you want to view in the List Of Logged Conflicts panel. The left-hand side of the Conflict Details panel shows the field or fields where a conflict has arisen. The righthand side of the Conflict Details panel shows the values before the synchronization took place. Hide Empty Fields and Hide Equal. Toggling these fields on or off hides or shows the fields where the values are equal in both Outlook and CRM. Clear Log. Clears all the conflict from the List Of Logged Conflicts panel. Delete Selected. Clears the selected conflict from the List Of Logged Conflicts panel. Copy Details. Copies the Outlook value to the clipboard so that it can be reinstated if required. Help. Displays the CRM help page on Synchronization Conflicts. 3. Scroll to highlighted field to review the conflict in data. Click Close to close the Synchronization Conflicts window Sage CRM

104 Chapter 8: Classic Outlook integration Reviewing skipped items (Classic Outlook integration) You can review additional information about appointments, tasks or contacts which could not be synchronized in the Skipped Items log. The following scenarios cause items to be skipped rather than synchronized: Incorrect recurring appointment pattern type, specifically where no end date has been set in Outlook. An appointment created in Outlook, which has no subject and no body text. A task created in Outlook, which has no subject and no body text. A user was added only to one of occurrence of recurring appointment. A contact in Outlook has an empty first and last name. When there has been no response from Outlook when reading or writing an appointment, task or contact from or to Outlook. When a recurring appointment is created and the meeting organizer and invitees sync, but the meeting organizer later changes one of the occurrences in the series and sends the update to the invitees. An invitee of a recurring appointment tries to synchronize an appointment, where they are only invited to one or some of the occurrences of the series. To view skipped items: 1. In Outlook, click CRM View Skipped Items. The file, SKIPPEDITEMS.LOG is opened. An example of the text is: ***Problem gathering data for item*** Logged on:25/07/ :32:43 Type: Recurring appointment Subject: app2 Date & time: 25/07/ :00:00 Action:Compiling XML with item to be sent to CRM server Server ID:0 Outlook unique ID: Cause:Exception raised: Incompatible recurrence pattern (no end date) Logged at:mj1024 This shows the time problem occurred (Logged On), the area the problem occurred in (Type), the Subject and Date & Time of the item (for appointments and tasks), and the cause. There is also additional information for your System Administrator or Support team (Action, Server ID, Outlook Unique ID, Logged At). 2. Rectify the problem if you can easily do so. For example, adding an end date to recurring appointment in Outlook. If items are regularly being skipped that you expect to be synchronized, please refer to your System Administrator. 3. Close the SKIPPEDITEMS.LOG when you have finished reviewing it. User Guide 8-11

105 Chapter 8 The log can also be viewed from C:\Documents and Settings\[username]\Application Data\Sage\CRM\OutlookPlugin. Attaching shared documents to Outlook s (Classic Outlook integration) When you're logged on to CRM from within Outlook, you can attach documents from the Shared Documents tab in CRM to s sent from Outlook. 1. Log on to CRM from within Outlook. 2. In Outlook, click New Mail Message. The new pane is displayed. 3. Click Attach Shared Doc. The list of documents available on the Shared Documents tab is displayed in a new window. 4. Select Attach for the document you want to attach to the Click Attach. The selected document has been added to your as an attachment. Filing s from Outlook to CRM (Classic Outlook integration) You can file s from any folder in Outlook against records in CRM. When filing s from Outlook to CRM, the plugin tries to match the address on the Outlook with an address in CRM. You can also select a batch of s from any folder in Outlook and file them to CRM in a single action. When you perform a mass filing, CRM will look only for a match with the first address in the batch you have selected. If no match is found for the first address, you must manually match the batch to a record in CRM. When filing batches of s, it is recommended that all s in the Outlook-based batch have the same address. When filing an from outlook to CRM, if the user selects a company or person, the will inherit the territory of either the company or person (in that order), depending on the users insert rights for those territories. 1. From your Inbox, highlight or click the you want to file in CRM. 2. Click File when it becomes active. The File screen is displayed. 3. Use the Advanced Search Select buttons to specify what records you want the filed against. 4. Check the settings in the Filing Options panel, and change them if you need to. Status The current status of the (Canceled, Complete, Pending, or In Progress). File By Date And Time Select whether to file the by the original date and time the was received or by the current date and time. Action The action type under which to file the , for example, In, Out, or Meeting. 5. Click File And View in Sage CRM. The In page is displayed. This gives you access to action buttons in CRM to reply to the straightaway from within CRM. This automatically logs the reply as a communication record against the customer. 6. Click File to return to the list in Outlook Sage CRM

106 Chapter 8: Classic Outlook integration 7. If you click File And View for multiple s, the Communications tab of the person you ed is displayed. 8. Click Continue. The list of s in Outlook is displayed. The filed has a check mark next to it showing it was successfully filed in CRM. You also can right-click your Inbox in Outlook, click Open In New Window, and drag and drop s directly onto the Document Drop icon in CRM (Internet Explorer only). This method stores the whole as an attachment to the communication record. For more information on dragging and dropping, please refer to Document Drop (page 9-9). To file an while sending it from Outlook: 1. Log on to Sage CRM from within Outlook. 2. In Outlook, click New Mail Message. The new pane is displayed. 3. Fill in the address fields. 4. Click Send And File. The File screen is displayed. 5. Use the Advanced Search Select buttons to specify what records you want the filed against. 6. Select the appropriate settings in the Filing Options panel. 7. Click File . The is filed in the CRM database against the record you specified. Reinstalling the Outlook plug-in for Classic Outlook integration Your System Administrator may instruct you to reinstall the Outlook plug-in. For example, if CRM is upgraded with a new plug-in. 1. Click My CRM Preferences. 2. Click Reinstall CRM MS Outlook Integration. A dialog box is displayed, informing you that the new plugin will load next time you start MS Outlook. You can check the Plug-in version from Internet Explorer. 1. Click Tools (cog icon on the top-right hand-side). 2. Click Manage Add-ons. 3. Right-click the CRM Outlook Plug-in file and click More Information. Uninstalling the Outlook plug-in for Classic Outlook integration Your System Administrator may instruct you to uninstall the Outlook plug-in for Classic Outlook integration. In the Outlook ribbon, click CRM Uninstall. A dialog is displayed communicating that the uninstall was successful. Click OK and Outlook will be closed. The plug-in cannot be uninstalled when User Account Control (UAC) is enabled in Windows 7. To uninstall the plugin, a user with administrator privileges must temporarily disable UAC. After uninstalling, the administrator can re-enable UAC. User Guide 8-13

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108 Chapter 9: Managing documents Downloading the CRM plug-in Mail merge templates Performing a mail merge Uploading an image file Creating a new template and adding merge fields Creating a quote or order template Creating a new template in Microsoft Word Uploading a Word document template Tracking documents on the Documents tab Retrieving a merged document from the Documents tab Adding a document to the Documents tab Document Drop Drop Files Here area Linking correspondence to a customer Dropping a document into the Documents tab Shared documents Downloading the CRM plug-in The CRM plug-in gives you access to the Document Drop feature, and the Edit Attachment button on the Document Details panel and during a mail merge. When you first encounter a feature that requires the plug-in (for example, the Document Drop icon in your Calendar), you're prompted to download the plug-in. Follow the onscreen instructions. You only need to do this once. If you receive an upgrade or change machines, you're prompted to download the plug-in again. These features are available only when working with Sage CRM in Internet Explorer. Your System Administrator can configure access to the plug-in from Administration. Mail merge templates Sample mail merge templates are available from the Shared Templates list. Shared templates are stored on the Sage CRM server and are available to all users. Info Managers and System Administrators can create and upload templates available to all users. You can create new mail merge templates that are available exclusively to you. You can also create mail merge documents with Word document templates you've saved locally. For more information, see Uploading a Word document template (page 9-7). User Guide 9-1

109 Chapter 9 Performing a mail merge You can merge an existing template with Company and Person details. You can create a merged document for all contacts contained in a search list, saved search, or group. 1. Click Find and select <Entity> from Find, enter your search criteria and click Find. To perform a mail merge for multiple contacts, click Find Person and search for the required records. 2. Click the record to use in the mail merge. 3. Click the Documents tab and click Merge to Word or Merge to PDF. A list of shared templates is displayed. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 4. Click the template link. You can modify an HTML template. Add custom text, insert Sage CRM merge fields, and apply custom formatting. Click Save Template. You can only save updated templates that belong to you. Shared templates can only be modified by a System Administrator or an Info Manager. To see what the merged document will look like, click Preview Merge. Disable any active pop-up blockers to view the preview. To continue with the mail merge, click Merge and Continue. 5. To create a completed Communication record with a link to the merged document, select Create Communication. 6. To change the merged document, click Edit merged document. This option is only available in IE and when the Active X plug-in is used. Make your changes to the document, save and close. Then click Save. Your System Administrator controls access to the Active X plug-in from Administration and Documents Documents and Reports Configuration. 7. Click Continue. 8. If you select Create Communication, the Save Merged Document As A Communication page is displayed. Add a Subject for the communication, update any other fields, and click Save. A Communication record is created to record that a letter was sent out, forming part of the customer's interaction history. If you created a merged document for all contacts contained in a search list, saved search, or group, a Communication record is created against all contacts on your list. You can view the merged document as an attachment on the Communication record and from the Documents tab. Uploading an image file To use images for your HTML mail merge templates, you must first upload the images to the server. 9-2 Sage CRM

110 Chapter 9: Managing documents 1. Click Find <Entity>. 2. Enter your search criteria and click Find. 3. Click the person or company to whom you want to send the merged document. 4. Right-click New and click Merge to Word or Merge to PDF, or click Merge to Word or Merge to PDF in the Documents tab. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 5. Click Add Local Template / Image. 6. Browse to the image file. In IE, click Browse to navigate to the file. In other browsers, select the image file from its current location. When using Safari, you can add only one file at a time. The file is listed in File(s). A green check mark indicates that it was uploaded. A red cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system file size, type, and number of files settings. These settings are defined by your System Administrator. 7. Enter details for the image file and click Save. All uploaded image files are saved. When you've saved the image, you can use it when creating a new mail merge template in Sage CRM.To insert any uploaded images into an HTML template, type the image name in an HTML IMG tag. For example, <img src="logo.png">. Creating a new template and adding merge fields You can add new templates for your own use. 1. Ensure you're in the context you want the template to be associated with. For example, open a Case record to create a template that uses case merge fields. 2. Click the Documents tab and click Merge to Word or Merge to PDF. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 3. Click Create Template. 4. Enter details in File and Description. 5. Create the main body of your template. You can paste content from Microsoft Word or HTML source code into the rich text editor. 6. Insert any images you want to use in the template by inserting the image name in an HTML IMG tag. For example, <img src="logo.jpg">. To insert an image, you must first upload it to the server. For more information, see Uploading an image file (page 9-2). 7. Select Sage CRM merge fields from Insert Sage CRM Field. If you need a merge field that's not available, ensure you started the merge in the correct context. For example, to include merge fields from the opportunity table, start the merge process in the context of an User Guide 9-3

111 Chapter 9 Opportunity. If you're in the correct context and don't have the required fields, ask your System Administrator to customize the mail merge view for the main entity of the mail merge. When creating a mail merge using opportunity merge fields you must include TableStart and TableEnd tags even if you don't use nested items. If you don't include these tags, the merge fails with no errors given. 8. Click Save Template. The new template is saved in HTML format and listed in your Shared Templates. When you click Save Template, a Delete button appears. You can delete only those templates that you created using the rich text editor. 9. To continue with a merge, click Merge and Continue. 10. To share your template with other users, save it locally, it to your System Administrator asking the administrator to upload it to the global Shared Templates list. Text editor buttons Use the Sage CRM text editor to format the body of a mail merge template or template. The following table explains buttons whose function might not be immediately obvious. Hover over a button to view the button name. Button Source Preview Link Unlink Anchor Maximize Block Quote Create Div Container Function View or edit the source code of the document. See what the final template will look like. Add a link to an address, anchor, or web site. Remove a link to an address, anchor, or web site. Insert a marker in your text. You can link to this marker. Make the text editor window the full size of your screen.note: You can't maximize the text editor when working on ipad. Format the text as a block quote. The text is indented and italicized. Add a div container to apply formatting to a large fragment of text. This is an advanced feature that you should use only if you've sufficient knowledge of Web standards. 9-4 Sage CRM

112 Chapter 9: Managing documents Creating a quote or order template Watch a video User requirements: All users can create and save templates, and use them when merging documents. However, only Info Managers and System Administrators can change shared templates or the default quick quote and order templates. Sage CRM ships with sample quote and order templates including a default template for quick quotes and orders. You can also create your own templates. 1. Open a Quote or Order record. 2. Click the Documents tab and click Merge to Word or Merge to PDF. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 3. Click Create Template. 4. Enter template details in File and Description. 5. Create the main body of your template. To insert Sage CRM merge fields, select the fields from Insert Sage CRM Field. To include a table with merge fields, click Insert Nested Region. This inserts the start and end tags for the main table and the child table. For example, Quotes and Quote Items. To display a row of quote item data, the first column in that row must include a TableStart:QuoteItems tag, and the final column must include a TableEnd:QuoteItems tag. Important: You must include TableStart and TableEnd in the same template section, table row or table cell. This applies even if you're not using line items. User Guide 9-5

113 Chapter 9 Basic Quote Mail Merge Template 6. To preview the merged document, click Preview Merge. If you're merging multiple records, the preview shows only the first record in the group. 7. Click Save. The template is saved in HTML format. Creating a new template in Microsoft Word You can create mail merge templates in Word that you can upload to Sage CRM. 1. In the main document, type any content that you want to appear on every copy of the document. 2. To add a picture, click Insert Picture. To ensure your picture and text remain formatted correctly during the merge process, use a table to format your document. 3. To insert a merge field to the template, click Insert Quick Parts Field. To ensure the template works properly, a merge field must correspond to the exact field name in Sage CRM. Check the field name with your System Administrator. Enter merge fields from only one entity. For example, when creating a template for use with Case records, you can enter Case, Person, Company, Address, and User merge fields but not Quote merge fields. 9-6 Sage CRM

114 Chapter 9: Managing documents 4. Select MergeField from Field names. 5. Enter the Sage CRM merge field name in Field name and click OK. 6. Click File Save As, and save the template in one of the following formats:.docx,.htm, and.html. You can now upload the template and use it to perform mail merges. When you upload the template, you must associate it with the entity, for which you've entered merge fields. To share the template with other users, it to your System Administrator and ask the administrator to upload it to the Shared Templates list. Uploading a Word document template You can upload a local Word document template and use it to perform a mail merge. 1. Open an entity record and click the Documents tab. 2. Click Merge to Word or Merge to PDF. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 3. Click Add Local Template / Image. 4. Browse to the document file. In IE, click Browse to navigate to the file. In other browsers, select the file from its current location. Note: When using Safari, you can add only one file at a time. The file is listed in File(s). A green check mark indicates that it was uploaded. A red cross indicates that it wasn't uploaded. To upload successfully, a file must comply with User Guide 9-7

115 Chapter 9 the system file size, type, and number of files settings. These settings are defined by your System Administrator. 5. Enter the document details. 6. Select the entity you want the template to be associated with from Entity. 7. Click Save. All uploaded files are saved. Tracking documents on the Documents tab Managing documents relating to your customers, suppliers, partners, and prospects is an integral part of managing your whole relationship with them. The Documents tab enables you to: Link copies of merged documents generated through the system, such as letters and s, to a customer. Retrieve these documents at a later date from within the company or person context for viewing and editing. Link copies of any document generated outside of the system to a company, person, sales opportunity, case, or solution. Carry out a mail merge using the customer details from the context you're in. The Documents tab is available within the context of a Company, Person, Opportunity, Case, Solution, Quote, Order, and Custom entity. Documents in the Opportunity or Case Documents tabs are visible in the Company and Person Library tabs. Documents in the Person Documents tab are also visible in the Company Documents tab (unless the person is not linked to a company). Retrieving a merged document from the Documents tab If you sent out a letter to a customer using the Merge Document functionality, and set Create Communication and Save Document letter options to Yes, a copy of the merged document is automatically attached to the communication record and stored in the Documents tab. 1. Find the person to whom you sent the letter and open the record. 2. Click the Documents tab. A list of all document entries for the person is displayed. Click the View Attachment icon beside the document. This opens the document without having to drill into the document entry details. Alternatively, click the document link and click View Attachment. This opens the document in a new browser window. To view the document from the Communication record, open the record and click View Attachment. Adding a document to the Documents tab You can upload a document and make it available for other users to view. 9-8 Sage CRM

116 Chapter 9: Managing documents 1. Open an entity record and click the Documents tab. 2. Click Add File. 3. Browse to the document file. In IE, click Browse to navigate to the file. In other browsers, select the file from its current location. When using Safari, you can add only one file at a time. The file is listed in File(s). A green check mark indicates that it was uploaded. A red cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system file size, type, and number of files settings. These settings are defined by your System Administrator. 4. Enter the document details. 5. Click Add File to add more files. 6. To automatically create a new completed communication record when the Documents entry is saved, select Create Communication. 7. Click Save. All uploaded image files are saved. If you selected Create Communication, you can view the completed communication record on the Company Communications tab, and the document entries from the Attachments tab within the communication. Document Drop The Document Drop feature provides a short cut for linking documents, s, or any* type of file from another application to customer data in Sage CRM. If a document is dropped onto the icon in a communication list, you can select to automatically create a new communication record. The document is saved as an attachment to the communication. * The System Administrator can restrict the type of files you can upload. For example, prohibiting EXE or BAT files. The Document Drop icon is only available when working with Sage CRM in Internet Explorer. Your System Administrator can enable/disable access to the plug-in required for Document Drop for all users from Administration. Chrome and Firefox users can use the Drop Files Here area. The Document Drop icon is available in the following tabs. My CRM Calendar tab Team CRM Calendar tab Company Communications tab Person Communications tab Lead Communications tab Opportunity Communications tab Case Communications tab. Solution Communications tab User Guide 9-9

117 Chapter 9 Quote Communications tab Order Communications tab Any Documents tab Drop Files Here area The Drop Files Here area provides a clear drag-and-drop zone for adding files to Sage CRM. This area isn't available when working with Sage CRM in Internet Explorer or Safari. The Document Drop feature provides similar functionality for users working in IE. Safari users can drag-and-drop onto Add File. Drop Files Here is available in: Any Documents tab. Task Attachments tab. The Select Or Create a New Template screen when performing a mail merge. My CRM Shared Documents if you're a System Administrator or Info Manager with Document Library rights. Administration and Documents Document Templates. To upload successfully, the files must comply with the system file size, type, and number of files settings. These are defined by your System Administrator. Linking correspondence to a customer You can link correspondence to a Customer record using Document Drop (IE only). 1. Find and open the Customer record. 2. Click the Communications tab. 3. Tile the windows on your desktop and use the mouse to drag the required onto the Document Drop icon. The Enter New Task page is displayed. 4. Action type is automatically set to In. Enter the rest of the details and click Save.The new communication is displayed in the Communications list for the company. 5. To review the , click the icon and then click View Attachment. You can also link correspondence to customer records in Sage CRM using Outlook Integration and Management. Outlook Integration. If Classic Outlook integration is installed on your system, you can use File from Outlook to file an inbound communication with the customer record in Sage CRM. For more information, see Classic Outlook integration (page 8-1). Management. If Management is installed on your system, inbound s are automatically filed against the matching Person or Company record. For more information, see Filing inbound and outbound s (page 6-2) Sage CRM

118 Chapter 9: Managing documents Dropping a document onto the Documents tab 1. Open the record that you want to link to the document. 2. Click the Documents tab. 3. Reduce the size of your Sage CRM window. 4. Click and drag the document from the current location. In IE, drag the document to the Document Drop icon. In Chrome or Firebox, drag single or multiple files to the Add File button or the Drop files here area. In Safari, drag single files to the Add File button. 5. Enter the document details and click Save. Shared documents All users can access the Shared Documents tab. It stores corporate documents that you may need quick access to on a daily basis. However, you may not have access to all documents on the Documents tab. Accessing shared documents 1. Click My CRM Shared Documents. 2. Click the View Attachment icon beside the file you want to open. Alternatively, click the document and then click View Attachment on the Document Details screen. Filtering shared documents If the default list of documents in the Shared Documents tab is long and difficult to manage, use the filter box on the right-hand side of the screen to filter the list according to a number of criteria. These steps search for a sales letter. Select Letter from Type. Click Filter. Only documents of type Letter are displayed, making it easier for you to find the letter you need. Adding documents to the Shared Documents tab User Requirement: Info Manager with Document Library Rights 1. Click My CRM Shared Documents. 2. Click Add File. 3. Browse to the file. In IE, click Browse to navigate to the file. In other browsers, select the file from its current location. Note: When using Safari, you can add only one file at a time. The file is listed in File(s). A green check mark indicates that it was uploaded. A red cross indicates that it wasn't uploaded. To upload successfully, a file must comply with the system file size, type, and number of files settings. These settings are defined by your System Administrator. User Guide 9-11

119 Chapter 9 4. Click Add File to add more files. 5. Enter the document details, such as which teams can view it, and if it's associated with a particular entity. 6. Click Save. Uploaded documents are listed in the Shared Documents tab for all users whose primary or display team is the team associated with the document. Editing documents in the Shared Documents tab User Requirement: System Administrator or Info Manager Administration Rights 1. Click the My CRM Shared Documents. 2. Find the document you want to edit and click the document link. 3. Click View Attachment to download the attached document. 4. Open the document, make your changes, and save the document locally to your computer. Note the document filename. 5. Return to Sage CRM. Click Delete and Confirm Delete to delete the existing document. 6. Click Add File to upload the updated document. 7. Click Save Sage CRM

120 Chapter 10: Running reports Sample reports Running a report Saving report search criteria Adding favorite reports Changing report display options Interacting with report charts Sample reports A standard installation includes sample reports in the following categories: Activity Campaigns Communications Customer Service General Lead Marketing Sales Outbound Calls Administrator Dashboard Running a report There are three types of standard reports: List. Creates rows and columns of information based on the criteria selected. Cross Tabular. Creates a record count across an X and Y axis based on the criteria selected. Historical. Creates a report giving a static view of a record at previous points in time. Summary reports show a quick overview of account information. They're available from the Summary tabs of: Companies People Opportunities Cases User Guide 10-1

121 Chapter 10 If you've appropriate permissions you can also generate report output from any search list, saved search, or group. Company list by segment (List) This report displays a list of companies in selected industry segments. For example, all companies in the computer - software segment. To run the report: 1. Click Reports. 2. Click the General report category. 3. Click Company List by Segment or click Run next to the report name. The report output is displayed onscreen by default. Leave the on-screen option selected for this example. 4. Select criteria for the report. If you leave the search criteria blank,the results return all the permitted values. To select multiple criteria on the right-hand side of the panel, hold the Ctrl key and click the individual entries. 5. Click Go. The Company List by Segment report is displayed in a new window. Understanding more about your report The search criteria are displayed at the top of the report output. The report output page may link to data to the corresponding Summary pages. For example, if the report contains hyperlinks, you can click a company name to go to that company Summary page. Report output page To navigate the pages of a longer report,use the navigation buttons at the top of the page. The first page is displayed as soon as it is generated, with arrows at the top to go to the next or last page. If you navigate to other pages before they're generated, a message is displayed to inform you that the page is not ready. Once the whole report is generated, a Go To Page icon is displayed at the top of the page. A Print icon is also available. The navigation buttons are defined in the report builder by the System Administrator or a user with report editing rights. To close the report page, close the window displaying the report output Sage CRM

122 Chapter 10: Running reports Activities logged report by user (Cross Tab) This report shows the number and types of communications logged by specified users. The search criteria includes the Date/Time field from the communication, so that you can review, for example, all communications logged for your team over the last month. To run the report: 1. Click Reports. 2. Click the report category Activity Reports. 3. Click Activities Logged Report by User, or click Run next to the report. The search criteria are combined with logical "AND"s operators.this means, only activities which meet both the Date/Time and User criteria are returned. 4. Select search criteria. For Date/Time, you can choose several date range criteria. For example: An exact date combined with an operator. For example, =, <>, or =>. A specific date range (Between). A relative date, for example, Current Quarter, Next Month, Previous Week.These are all relative to today s date. A given date, for example, any Monday between the 1st of November and the 30th of November. 5. Select the users whose activities you want to report on. 6. Click Go. The report output is displayed in a new window. This report includes a chart graphic. Report output page Opportunity closing history (Historical) This report shows opportunities that were opened during the specified time period. You can add other search criteria. For example, add Opportunity Status to see all opportunities opened between 1st July to 31st July, which were Won during that time period or after. To run the report: 1. Click Reports. 2. Click the Sales report category. User Guide 10-3

123 Chapter Click Opportunity Closing History or click Run next to the report. 4. Select the criteria for the report. 5. Click Go. The report output is displayed in a new window. The last week of the selected time period displays the total number of opportunities opened during the month of July and which were zon. The weekly totals give you a point-in-time snapshot for the whole measured period. Report output page Person summary report A Person summary report gives you a quick one-page report with key information about a person. You get their contact details and a summary of the most recent interactions this persons has had with your business. 1. Right-click or hover over the Find menu button, and click Person. 2. Search for a Person record and open it. 3. Click Summary Report. The person s summary details are displayed in an Adobe PDF file. Exporting a Company list from a search list If your System Administrator has given you rights, you can quickly create a list report in CSV or Text file format from any search list, saved search, or group. 1. Click Find Company and search for particular companies. For example, all London based companies in the system that are assigned to you. 2. Click Export to File. 3. Type in a name for the file, and select the format you want the file to be produced in Excel CSV, CSV, or Text. 4. Click Save. The list of companies is exported to a CSV or text file. Saving report search criteria If you regularly run reports using the same search criteria, you can save and re-use the search criteria selected Sage CRM

124 Chapter 10: Running reports 1. Click Reports. 2. Click a report category. For example, Activity Reports. 3. Click Run next to the report you want to run. For example, Activities Logged Report by User. 4. Select the search criteria, and click Save. you're prompted to enter a name for the saved search. You can select the Available to All Users checkbox to make the saved search available to all users. 5. Enter a short description for the search, and click Save. When you return to the list of reports, the saved search criteria is displayed in a list next to the report. To run the report using the saved search criteria, click Run next to the saved search name. To edit a saved search, select it from the Saved Search column, click Run, make the changes you require and click Save. To delete a saved search, select it from the Saved Search column, click Run, then Delete. Adding favorite reports You can group reports that you work with regularly in your own personal reports category. To add a report to the My Favorite Reports category: 1. Click My CRM Reports. 2. Click the category where your favorite report is. 3. Select the Favorite checkbox next to the report you want to add to the My Favorite Reports category. 4. To view your favorite reports, click the My Favorite Reports category. Changing report display options You can display a report in the following formats: On screen in a pop-up window. As an Adobe PDF file. XLSX. Exports the data to an.xlsx file. Compatible with Excel Report charts are also displayed. Excel CSV. Exports the data to a CSV file. This option provides backward compatibility for files prepared from/for Sage CRM prior to 7.1. It also renders well in Excel if your local settings support tab delimitation. The data in Excel CSV is always tab delimited and padded with =" ", regardless of local settings. For example: ="June Website Offer Lead" [TAB] ="Accantia Ltd." [TAB] ="Thomas Beesley" [TAB] "Lead" Exported to a CSV file. The data is delimited according to the CSV File Export Delimiter set at system and user level. If you open the file in MS Excel, it may not be formatted correctly. You can open it in Notepad and use the CSV Excel option, or open in MS Excel and convert the formatting. For example, using the Text To Columns option. XLSX (page 10-6) Excel CSV (page 10-6) User Guide 10-5

125 Chapter 10 Adobe PDF To display report output in Adobe PDF format click Print Preview on the Display Options panel. The output is displayed in Adobe PDF format. You must have the Adobe Acrobat Reader on your machine to view this type of report output. The Reader can be downloaded from If you're running reports containing extended characters, you must ensure you have the Arial Unicode MS font (ARIALUNI.TTF) installed, otherwise the extended characters will not display. Report charts display as a static image in PDF files. To display charts in a PDF report, Adobe Flash must be installed on the Sage CRM server. Ask your System Administrator to install this software. To install the font: 1. Copy arialuni.ttf from windows\fonts folder to..\program files\fop\ folder. 2. Edit the..\program files\fop\fonts.bat file, (read the notes inside this file) i.e. replace the placeholder filename with arialuni. Close the batch file and then run it. 3. Copy the resultant XML file into the..\program files\fop\fonts\ folder. 4. Edit the..\program files\fop\conf\userconfig.xml file. Add the following lines of xml: <font metrics-file="fonts/arialuni.xml" kerning="yes"embedfile=" c:/windows/fonts/arialuni.ttf"> <font-triplet name="arialunicodems" style="normal" weight="normal"/> <font-triplet name="arialunicodems" style="normal" weight="bold"/> <font-triplet name="arialunicodems" style="italic" weight="normal"/> <font-triplet name="arialunicodems" style="italic" weight="bold"/></font> Make sure the value for the embed-file tag exists (for example, it might be c:\winnt\): embed-file="c:/windows/fonts/arialuni.ttf" XLSX 5. Reset IIS. To display report output in XLSX format: Select the XLSX option from the Display Options panel. The output is displayed in a XLSX format. Excel CSV To display report output in Excel CSV format: 10-6 Sage CRM

126 Chapter 10: Running reports CSV Select the Excel CSV option from the Display Options panel. The output is displayed in a Excel CSV format. To display report output in Comma Separated Value (CSV) format select CSV on the Display Options panel. The output is displayed in a CSV format. User Guide 10-7

127 Chapter 10 Interacting with report charts Report charts using FusionCharts are available with built-in animation and interaction. Report charts are available when running a report from Reports or from a chart gadget on the classic or interactive dashboard. When you run a report, ensure that Show Chart is selected in Report Options, Step 2 of 2. For more information, see Writing reports (page 24-1). The built-in animation means you can watch, for example, the bars of a horizontal bar chart grow as the chart is drawn. You can also interact with charts when they are drawn. For example, you can highlight slices of pie charts, and rotate the pie chart to get a better view of the information you require. To interact with a pie chart once it is drawn: 1. Edit an existing report and make sure it has the Chart Style set to Pie. Save the report, and then run it. 2. Click a slice of the pie chart to highlight it. 3. To rotate the pie chart, right-click the chart and click Enable Rotation, then click and drag the chart to its new position. The standard drill-down feature of linked charts can also be used. Chart display options with the Adobe Flash Player Adobe Flash Player isn't required for running or interacting with report charts. Some enhanced display options, such as greater depth of color, are available in charts when Adobe Flash Player is installed on the client machine. If Flash isn't available, the charts are displayed using HTML 5. If it is not desirable to use Flash on the client at a customer site, then a custom setting, ChartUseFlash, can be set to N in the Custom System Parameters table, to only ever allow the display of static images. This should only be carried out by an experienced System Administrator. More information is available on the Sage CRM Community website Sage CRM

128 Chapter 11: Working with lists Introduction to list actions Start mail merge New task Send s Export to file Introduction to list actions To send out a mail shot or schedule several calls in a single action, use the action buttons on the right-hand side of Search lists, Saved Searches, and the My CRM Contacts list. You can use advanced actions on lists in the Groups and Campaign Management areas. For more information, see Groups (page 16-1) and Campaign management (page 17-1). Start mail merge This example sends a mail shot to all Sage CRM contacts. 1. Click the My CRM Contacts tab. If the contacts list is empty, click Add Contacts or Add Group Of Contacts to add people to the list. 2. Once you have a list of contacts, click Merge to Word or Merge to PDF on the right-hand side of the page. A list of shared templates is displayed. Note: New Merge to Word or Merge to PDF on the left-hand side of the page merges a single contact s details with a document template. The actions on the right-hand side of the screen merge the document for all contacts in the current list. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 3. Click the template you want to use for this mail shot. If you're working with an HTML template, you can make changes to the template before you merge. 4. Make any changes you want to the template. You can insert Sage CRM merge fields by selecting them from the Insert Sage CRM Field drop-down box. Note: You can click Preview Merge to preview how the final merged document will look. 5. When you're happy with your merged document, click Merge and Continue to perform the merge. The template is merged with the contact details of each of the contacts in the Contacts tab. 6. Print the letters at this point if you want. 7. Return to Sage CRM and complete the details of this communication. A link to the communication record and document is stored against each contact. User Guide 11-1

129 Chapter 11 New task This example shows you how to schedule a call to all contacts based in New-York, and where you're the account manager. You can use the results of a search on the Person list. To schedule the calls: 1. Right-click or hover over Find and click Person. 2. Enter search criteria. For example, New York in City and your name in Account Manager. 3. Click Find. A list of people matching the search criteria is displayed. A new set of action buttons are displayed on the right-hand side of the page. Note: You can also run actions on lists generated from Saved Searches. For more information about Saved Searches, see Finding information (page 3-1). 4. Click New Task. The Enter Task Information page is displayed. For details of fields on this page, except for the Scheduling Options, see Scheduling a callback (page 5-2). For details of the Scheduling Options, see Scheduling an internal telesales activity (page 17-9). New Task on the left -hand side of the page merges a single contact s details with a new task. New Task on the right-hand side of the screen creates a new task for each contact in the current list. 5. Complete the information for the scheduled task, and click Save. Pending tasks are displayed in the Calendar tab of the user they are scheduled for. Send s This example shows you how to send an blast to all contacts on a Saved Search list. In this example, the user has already created a Saved Search called Boston Contacts. For more information on Saved Searches, see Creating a saved search (page 3-10). 1. Right-click or hover over Find and click Person. 2. Select a saved search from Saved Search. A list of people matching the saved search criteria is displayed. A new set of action buttons is displayed. 3. Click New on the right-hand side of the screen. The Send Mass page is displayed. For information about the fields on this page, see Sending s to groups (page 16-14). New on the left -hand side of the page merges a single contact s details with an . The New action button on the right-hand side of the screen sends an to each contact in the current list. 4. Complete the information for the blast, and click Send . The s are sent and a link to the communication record is stored against each person on the list. The can also be retrieved from the communication record on the contact. Export to file This example shows you how to export a list of companies to a file. In this example, you export a list of companies where you're the Account Manager, based on a saved search. For more 11-2 Sage CRM

130 Chapter 11: Working with lists information on saved searches, see Creating a saved search (page 3-10). 1. Right-click or hover over the Find menu button and click Company. 2. Retrieve the Saved Search list by clicking it from the drop-down list at the top right-hand side of the Find page. A list of companies matching the saved search criteria is displayed. A new set of action buttons is also displayed the right-hand side of the page. 3. Click Export To File. The Export File Options page is displayed. 4. Choose the output format. Select from CSV, Excel CSV or Text. The default is CSV. 5. Click Save. The output is displayed in spreadsheet format in a new browser window. From the new window, you can review the information and save by clicking File Save As. You can also access the exported file from the My CRM Shared Documents tab. User Guide 11-3

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132 Chapter 12: Sales opportunities What's an opportunity? Creating a new opportunity Adding products to an opportunity Progressing an opportunity Generating a quick quote or order Sending a quick quote or order Sending a quote Turning a quote into an order Printing an order Closing a sale Losing a deal Manually progressing opportunities Viewing the opportunities pipeline Running an opportunity report Viewing current opportunities Creating an opportunity from other contexts Deleting an opportunity Creating quotes and orders outside the opportunity context Finding a quote Finding an order User Guide 12-1

133 Chapter 12 What's an opportunity? In Sage CRM, an opportunity means a sales opportunity. It can be created directly by a sales representative or from the conversion of a marketing lead into an opportunity. Closing a sale: Scenario 12-2 Sage CRM

134 Chapter 12: Sales opportunities Quick Sale Workflow The Quick Sale Workflow is a predefined workflow designed for products that don t require a complex sales cycle and can be sold in a few steps. If your System Administrator has enabled this workflow, you can create a Quick Sale on the Opportunity page and progress it using the predefined Sold, On Hold, Canceled, and Lost action buttons. Creating a new opportunity Your System Administrator can set up workflows to help you create new opportunities. There are two predefined opportunity workflows. The Quick Sale Workflow has fewer stages than the standard Opportunity Workflow and is designed for organizations with fewer sales people, who need less steps to complete a sale. 1. Find the prospect. If they are new to your database, you first need to create a new company. 2. Click a company name, and click the Opportunities tab. 3. Click New Opportunity. 4. Depending on how your System Administrator has configured workflow, there are several ways to create a new opportunity. User Guide 12-3

135 Chapter 12 To use the standard opportunity workflow, click New Opportunity. To use a shortened opportunity workflow, click New Quick Sale. To create a new opportunity based on an opportunity that you've already won, click Cross-sell Opportunity. The Cross-sell workflow rule is available at the negotiating and sold stages on predefined opportunity workflows. 5. Complete the opportunity fields. 6. Click Save.The Opportunity Summary page is displayed. At this stage, you can right-click or hover over the New menu button, then Task to schedule a follow-up call. The task is automatically linked to the opportunity in the About field. Opportunity fields Field Company Person Description Source Type Customer Ref Details Opened Closed Territory Description Company that the sales opportunity is with. Main contact person in the company for the sales opportunity. Short description of the opportunity. Source of the opportunity. For example, Trade Show, Customer Referral, Web. Type of opportunity or general area of product interest. For example, Services, License, Consulting, Mix. Customer reference code. For example, it could be a combination of a marketing campaign code and customer identifier. Detailed description of the sales opportunity. Date the opportunity was received. Defaults to today's date. Actual date the opportunity was closed. Security territory. For more information, see Territory management (page 4-7) Sage CRM

136 Chapter 12: Sales opportunities Field Competitors Winner Reason For Loss Cross-sell Opportunity Original Opportunity Wave Activity Stage Status Certainty% Forecast Priority Assigned To Team Close By Description Other people or companies bidding on the opportunity. The person or company who won the sale. Notes added by sales reps that provide insight into why a deal was lost. You can use this information to improve the sales process and win more deals in the future. This checkbox is selected automatically to indicate that this is a cross-sell opportunity. This SSA field is prepopulated with the name of the original opportunity when you create a cross-sell opportunity. The Campaign Wave Activity source of the opportunity (only available where Campaign Management is implemented). Stage the opportunity is at. For example, Lead, Quoted, Negotiating. Status the opportunity is at. For example, In Progress, Won, Lost. A percentage certainty that this deal will close at some point in the future. The figure the Sales User expects to get, if the deal closes. Priority. For example, Normal, Low, High. Person responsible for the sale. Team responsible for the sale. Forecast close date. User Guide 12-5

137 Chapter 12 Field Opportunity Currency Total Quote Value Total Order Value Description Read-only field, which comes from the Quote or Order. Please refer to the explanation of the Currency field on the Quotes tab for more information. Read-only field. Gross Amount from the quotes associated with this opportunity where the Include In Quotes Total checkbox is selected. This value is not used for forecasting purposes. If the quote is set to a status of Inactive, the Gross Amount from the quote is deducted from the Total Quote Value. When a quote is converted to an order, the Gross Amount of the quote is deducted from the Total Quote Value. If only one quote has the Include In Quotes Total check box selected, this value is set to zero when the quote is converted. Read-only field. Gross Amount from the orders associated with this opportunity where the Include In Quotes Total checkbox was selected on the quote. This value is populated when a quote is converted to an order. It is not used for forecasting purposes. If the order is set to a Status of Inactive, the Gross Amount from the order is deducted from the Total Order Value on the opportunity. This table shows the Opportunity Status icons. Status Icon Description In Progress Won Lost 12-6 Sage CRM

138 Chapter 12: Sales opportunities Status Icon Description Closed Adding products to an opportunity 1. Within the context of an opportunity, click the Quotes tab. 2. Click New. 3. Complete the fields on the and click Save. You can add a discount on a quote or order, which has no line items. You can do this to raise a credit note, or to give a special customer discount. For example, to give a customer $10 off every order, you can add $10 as a discount before the customer has decided on the products. 4. Click Next. The New Line Item panel is displayed. 5. Complete the fields on the New Line Item panel. 6. Click Save and New to add the next line item, or Save to add the line item and quit the New Line Item panel. When editing a line item, you cannot change the product or product family. When you've finished adding line items, you can do the following. To update the Quote Summary panel and the Line Items discount area, click Change Summary. To add more line items to the quote, click New Line Item. To add a free text line item, click New Free Text Item. For example, you can add a line for a product which isn't displayed in your standard price list. You can also add a description, quantity, and price for the line item. These line items are included on the printed quote. To add a free text comment, click New Comment Line Item. For example, extra information about another line item in your quote. You can add a line number and a description. For example, if you add a Line Number 2, the comment is positioned as the second line item. If you've already selected other line items, their line item numbers are moved accordingly. Comment line items are included on the printed quote. To create a new quote based on the existing quote information, click Clone. To change the quote into an order, click Convert. To mail merge the quote with a quote template document, click Merge to Word or Merge to PDF. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. User Guide 12-7

139 Chapter 12 To add the quote to an existing group of quotes, click Add This Record To A Group. For example, you could create a group as part of a mailing action. For more information, see Groups (page 16-1). New Quotes page fields Field Currency Pricing List Status Include In Quotes Total Reference Opened Description Currency of the quote. Your default currency is displayed. It can be changed there are no line items. The currency set here is displayed on the Opportunity Summary page. You can create multiple quotes with no line items, and set a different currency each time you create a quote. However, as you set the currency for the new quote, the currency on all the other empty quotes are changed to the same currency. Select the pricing list for the quote.this is a mandatory field, and the Default Pricing List is set by default. A quote can have a status of Active, Inactive, or Converted. You can select from Active or Inactive. The status of Converted is automatically set once the quote is converted into an order. Setting the status to Inactive deducts the gross amount of the quote from the Total Quote Value on the opportunity (if the Include In Quotes Total check box was selected). Toggle the inclusion of the quote in the Total Quote Value field on the opportunity. You can include one or more quotes in the Total Quote Value on the opportunity. The Total Quote Value is not used for forecasting purposes. Generated automatically when the quote is saved. The format of the reference is set by the System Administrator. Read-only field set by the system when the quote is created Sage CRM

140 Chapter 12: Sales opportunities Field Expiration Date Description Discount Type Discount Percentage Discount Amount Description Defaults to seven days from the date the quote is created. You can manually change this date. The System Administrator can change the default length of validity. Short description of the quote. Percentage or Amount. Percentage discount on the whole quote. Discounts are rounded to the system setting for decimal places. If the Discount Type is set to Amount, this field is read-only and is calculated according to the amount entered in the Discount Amount field. Money amount discount on the whole quote. Can be typed in to two decimal places. If the Discount Type has been set to Percentage, then this field is read-only and is calculated according to the percentage entered in the Discount Percentage field. New line items panel fields Field Product Family Product Description Group that the product belongs to. For example, a company selling office products may have the product families: Office Furniture, Computers Peripherals, Stationary, and Filing. The Product Family selected narrows down the products list in the Product field. Product Families are set up by the System Administrator. Select from a list of products set up by your System Administrator. User Guide 12-9

141 Chapter 12 Field UOM Quantity List Price Quoted Price Line Item Discount Description Unit of Measure available for the selected product. For example, a company selling office products may sell pens as singles and in packs of 24 or 36. The System Administrator can set up a UOM family for "Pen Packs", and then UOMs as Single, 24-pack, and 36-pack. If the System Administrator has not enabled Units of Measure, then this field is not displayed. Quantity of the product. If UOMs are being used, then this is the quantity of the UOM. Standard price of the product. If UOMs are being used, then this is the standard price the UOM. This is a read-only field. Defaults to the List Price for a quantity of one of a product or of a UOM. This field can be edited to discount line items. Read-only field. Calculated by subtracting the Quoted Price from the List Price, and multiplying by the Quantity. Progressing an opportunity If your system has an opportunity workflow enabled, a number of action buttons appear on the righthand side the Opportunity Summary page.the workflow actions available to you depend on how the opportunity workflow has been set up and customized to suit your sales process. Workflow buttons You can record the qualification information received from your prospect against the opportunity by using a sample Opportunity workflow available in Sage CRM. The predefined Quick Sale Workflow doesn't include a qualification step because it represents a shorter sales process and has fewer workflow options. For more Sage CRM

142 Chapter 12: Sales opportunities information, see Quick Sale Workflow. 1. Click Qualify. 2. When the Progress Opportunity page is displayed, complete the required fields and add additional information in Tracking Note. 3. Click Save. The Opportunity Summary page is displayed. You can view all changes made to the Opportunity on the Progress Opportunity page can from the Opportunity Tracking tab. The Duration column on the Opportunity Tracking tab shows how long the opportunity has spent at each stage of the qualification process. The Duration takes into account the business calendar defined by the System Administrator. Generating a quick quote or order You can quickly generate a quote or order using a default template merged with existing record details, and then print it or it to a contact directly from Sage CRM. You can ask your System Administrator to change the default template if it doesn't suit your needs. You can also generate a quote or order using a choice of templates rather than the default quick template; the steps are described in Sending a quote and Printing an order. You can create a quick quote or order in the context of an opportunity or a company, or from your My CRM area. 1. Click New New Quote or New New Order. 2. Alternatively, open the opportunity record or the company record for which you want to create a quick quote or order. If workflow is enabled, you might have to progress the opportunity before you can create, print, or send a new quote or order based on the record. 3. Complete the fields on the New Quote screen or the New Order screen. You can link the quote or order to a company or person using the advanced search buttons. 4. Click Next. 5. To preview the quote or order in a new window, click Print Quote or Print Order. Use the PDF buttons to print or save the quote or order. 6. To save the quote or order without printing or ing it, click Continue. Sending a quick quote or order When you've generated a quick quote or order, you can send it as an attachment to a contact directly from Sage CRM. 1. Click Send Quote or Send Order. 2. Complete the address and subject fields. 3. To create a completed communication record with a link to the new quote or order, complete the Communications Options fields, making sure you specify a team and a follow up action. A communication record is associated with each person in the specified team. 4. To add information about the ed quote or order to an existing marketing campaign, choose the relevant campaign activity from Wave Activity. To include a link to every recipient, click s in the Parent Category Selection panel. 5. Click Send Quote or Send Order. User Guide 12-11

143 Chapter 12 Sending a quote 1. Open a quote from the Quotes tab. 2. Click Merge to Word or Merge to PDF. A list of sales related documents is displayed in the Shared Templates list. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 3. Click the quote template you want to work with. 4. From the Edit and Merge Document page you can: Modify the document for this mail merge. Add custom text, insert more Sage CRM merge fields, and apply custom formatting. Preview Merge. You may need to disable any active pop-up blockers to view. Save Template. Update the template with the changes made. Available to users with Info Manager or Administration rights only. For information on how to customize tables showing line items, please refer to the System Administrator Guide. 5. Click Merge and Continue. 6. From the Complete Merge Process page you can: Deselect or select the Create Communication checkbox. Select the checkbox to create a completed Communication record with a link to the merged document. The merged document also becomes available from the Documents tab. View merged document. You may need to disable any active pop-up blockers to view. Edit merged document. This opens a new browser window where you can edit the merged document. This option is only available in Internet Explorer, when the Active X plug-in is used. Make your changes to the document, save and close. Then click Save on the Complete Merge Process page. The ability to use the Active X plug-in is controlled by the System Administrator from Administration and Documents Documents and Reports Configuration. 7. Click Continue. If the Create Communication checkbox is selected, the Save Merged Document As A Communication page is displayed. 8. Add a Subject for the communication, and update any other fields you need to. 9. Click Save. A communication record with a link to the quote is created and the quote is saved in the Documents tab. 10. Progress the opportunity to the next stage in the sales cycle by clicking, for example, the Proposal Submitted workflow bullet on the Opportunity Summary page. Note that the sample workflow may vary slightly from your customized workflow. 11. Complete the required information, and add a tracking note. All changes made so far are reflected on the Opportunity Tracking tab Sage CRM

144 Chapter 12: Sales opportunities Turning a quote into an order 1. Open the quote from the Quotes tab within the opportunity. 2. Click Convert. The tab displayed switches automatically from the Quotes tab to the Orders tab and the Convert Order page is displayed. Convert is still available if the expiration date on a quote has passed. However, you receive a warning message if you try to convert an expired quote. 3. Add the information in the Convert Order page. The fields are displayed in the tables below: Field Currency Pricing List Reference Opened Delivery Date Status Description PO Reference Contact Description Currency of the order. This value is carried over from the Currency field on the quote. If there are no line items associated with the order, this field can be edited. Pricing List of the orders. Read-only. This value is carried over from the Pricing List field on the quote. Generated automatically when the order is saved. The format of the Reference is determined by System Administrator. Date and time the quote was converted to an order. Defaults to a set number of days from the date the order is created. The default is defined by your System Administrator. You can manually change this date. Set to Archive, Inactive, or Completed. Defaults to Active. Setting the status to Inactive deducts the Gross Amount of the order from the Total Order Value on the opportunity (if the Include In Quotes Total check box was selected in the original quote). Short description of the order. Purchase order or order reference number from the customer. Contact person for the order. User Guide 12-13

145 Chapter 12 Field Billing Address Shipping Address Shipping Method Description Populated by the first "Billing" type address of the company. If there is no billing address, it defaults to the main address for the company. The address type is set via the Type check box field when a new address is created. The address can be changed by selecting an alternative address already associated with the company. A list of existing addresses associated with this company can be selected from the drop-down field below the Billing Address field. Alternatively you can type over the existing address information. Populated by the first "Shipping" type address of the company. If there is no shipping address, it defaults to the main address for the company. The address type is set via the Type check box field when a new address is created. The address can be changed by selecting an alternative address from the drop-down field below the Shipping Address field. Alternatively you can type over the existing address information. Select from a drop-down list. For example, Courier, Mail. The Order level discount fields are: Field Discount Type Discount Percentage Description Select from Percentage or Amount. Percentage discount on the whole order. Discount Amount Money amount discount on the whole quote. 4. Click Save. When you save the order, a link to the related quote can be accessed from the Associated Quote column in the Orders tab. A link to the related order can be accessed from the Associated Order column of the Quotes tab. Once the order is saved, you can: Change Summary. Gives you access to the Order Summary panel and to the Line Items discount area Sage CRM

146 Chapter 12: Sales opportunities New Line Item. Allows you to add a new line item to the order. New Free Text Item. You can add a free text line item, for example, for a product which is not displayed in your standard price list. You can add a Description, Quantity, and Price for the line item. These line items will be included on the printed order. New Comment Line Item. You can add a free text comment, for example, to add extra information about another line item in your quote. You can add a Line Number and a Description. For example, if you add the Line Number 2, then the comment will be positioned as the second line item. If you have already selected other line items, their line item numbers will be re-sequenced. Comment line items will be included on the printed order. Clone. Creates a new order based on the existing order information. Merge to Word or Merge to PDF. Mail merges the order with an order template document. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. Add This Record To A Group. Adds the order to an existing group of orders to use, for example, as part of a mailing action. Please refer to Groups (page 16-1) for more information. Printing an order You can create an order confirmation to send to both the customer and your order fulfillment team. 1. Click Merge to Word or Merge to PDF from the Orders tab. A list of shared templates is displayed. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 2. Click the order template you want to work with. The order is displayed onscreen, and it can be edited. 3. From the Edit and Merge Document page you can: Modify the document for this mail merge. Add custom text, insert more Sage CRM merge fields, and apply custom formatting. Preview Merge. Opens a new browser window. Note: You may need to disable any active pop-up blockers to view. Save Template. Updates the template with the changes made. Available to users with Info Manager or Administration rights only. For information on how to customize tables showing line items, please refer to the System Administrator Guide. 4. Click Merge and Continue. 5. From the Complete Merge Process page you can: Deselect or select Create Communication. Select the checkbox to create a completed Communication record with a link to the merged document. This also makes the merged document available from the Documents tab. View merged document. This opens a new browser window. You may need to disable any active pop-up blockers to view. User Guide 12-15

147 Chapter 12 Edit merged document. This opens a new browser window where you can edit the merged document. This option is only available in IE and when the Active X plug-in is being used. Make your changes to the document, save and close. Then click Save on the Complete Merge Process page. The ability to use the Active X plug-in is controlled by the System Administrator from Administration and Documents Documents and Reports Configuration. 6. Click Continue. If the Create Communication checkbox is selected, the Save Merged Document As A Communication page is displayed. 7. Add a subject for the communication, and update any other fields you need to. 8. Click Save. A Communication record with a link to the order is created, and the order is saved in the Documents tab. Closing a sale 1. Within the context of the opportunity, click Sold. The Progress Opportunity page is displayed. 2. Complete the Status details and add a tracking note. 3. Click Save. The opportunity is set to a stage of Sale Agreed and a status of Won. 4. Depending on how your workflow is configured, you might want to create a cross-sell opportunity from this won opportunity. For example, if you win a deal to sell computers, you could create a new opportunity to sell computer maintenance plans. 5. To close the opportunity, click Closed from the workflow actions. Losing a deal If the deal that you were bidding on is won by another company, you can set the status of the opportunity to Lost. 1. Within the context of the opportunity, click Lost. The Progress Opportunity page is displayed. 2. Complete the Status details and add a tracking note. 3. Click Save. The opportunity is set to a stage of Deal lost and a status of Lost. 4. You can enter information about competitors bidding on the deal, the actual winner of the deal, and the reasons why the deal was lost. The Quick Sale Workflow and the Standard Opportunity Workflow include a deal lost rule. Manually progressing opportunities The workflow functionality automates the progression of opportunities to follow predefined business processes. If your system doesn't have Opportunity Workflow enabled, you will notice that the Opportunity workflow bullets on the right-hand side of the Summary page are replaced by a Progress button Sage CRM

148 Chapter 12: Sales opportunities This button allows you to manually change details of the opportunity via the Progress Opportunity page. Changes are still recorded in the Tracking tab. Progress button Viewing the opportunities pipeline To view a graphical representation of In Progress opportunities assigned to you, click the My CRM Opportunities tab. The pipeline shows the number of opportunities at each stage. Opportunity statistics are displayed beside the pipeline. Opportunities are summarized in a list below the pipeline. To filter your opportunities by stage, click a pipeline segment. Alternatively, select a stage from Stage and click Filter. To toggle back to the full list of opportunities, click the highlighted segment on the pipeline. To view more details about a particular opportunity, click the opportunity link in the opportunity summary list. To hide the pipeline, click My CRM Preferences and set Show Opportunities Pipeline to No. Opportunity statistics panel The information in the Statistics panel is summarized in the table below. Field Number of Opportunities Forecast Weighted Forecast Average Value Average Certainty Weighted Average Description Total number of opportunities for the current stage. Total Forecast value of opportunities for the current stage. Weighted Forecast value of opportunities for the current stage, that is, Forecast value multiplied by the % certainty. Average Forecast value of opportunities for the current stage, that is Total Forecast value divided by the number of opportunities. Total % certainty divided by the number of opportunities. Average Value multiplied by Average Certainty. User Guide 12-17

149 Chapter 12 Running an opportunity report Opportunity Summary reports provide a quick overview of a particular sales opportunity. To generate a summary report for an opportunity: 1. Find and open the opportunity you want to generate the report for. 2. From the Opportunity Summary page, click Summary Report. The report is displayed in PDF format. Viewing current opportunities To find out which opportunities are currently assigned to you, click the My CRM Opportunities tab. The list of opportunities currently assigned to you is displayed. If the list is too long, use the filter box to narrow down the results. Creating an opportunity from other contexts 1. Click the My CRM Opportunities tab and click New Opportunity. The new Opportunity is assigned to you by default, but you can also assign it to another user. 2. Fill in the Opportunity details and click Save. When you create quotes and orders outside the context of a Company or Opportunity, you can search for the Quote or Order using the Find menu button or accessing your Recent List. Deleting an opportunity If your security profile allows you to delete opportunities, a Delete button appears on the Opportunity summary page in edit mode. If you need to delete opportunities but can't access this button, contact your System Administrator. 1. Find and open the opportunity you want to delete. 2. From the Opportunity Summary page, click Edit. 3. Click Delete, then Confirm Delete to delete the opportunity. The opportunity record is deleted from the system. Creating quotes and orders outside the opportunity context You can create quotes and orders outside of the Opportunity context. For example, when you're in the My CRM work area or in the context of a Company. 1. From My CRM, click New and click Quote or Order. The New Quote or Order page is displayed. 2. Add the information on the New Quote or Order page. For more information, see Adding products to an opportunity (page 12-7). 3. You can link the quote or order to a company or person at this point using the advanced search buttons. 4. Save the quote or order. A new opportunity is automatically created, and the quote or order is linked to the new opportunity Sage CRM

150 Chapter 12: Sales opportunities Finding a quote 1. Right-click or hover over the Find menu button and click Quote from the pop out list. 2. Type or select the search criteria on the Find screen. 3. Click Find. A list of all quotes matching your search criteria is displayed. 4. Click the Quote Reference or Description. The Quote Details page is displayed, which gives you an overview of the quote. Finding an order 1. Right-click or hover over the Find menu button. Click Order from the pop out list. The order Find page is displayed. 2. Type or select the search criteria on the Find screen. 3. Click Find. A list of all orders matching your search criteria is displayed. 4. Click the Order Reference, Description or Status. The Order Details page is displayed, which gives you an overview of the order. User Guide 12-19

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152 Chapter 13: Sales forecasting What is sales forecasting? Sales forecasting terminology Creating a forecast for yourself Submitting a forecast Viewing past submitted forecasts Working with your team's forecasts Administrator access to forecasts What is sales forecasting? Sales forecasting: Allows individual sales users to flag opportunities in their pipeline to indicate whether they should be included in their sales forecast. Allows individual sales users to enter forecasts using their opportunity pipeline as a default starting point. Allows sales managers to make their forecast based on their own personal pipeline (if they have one), as well as on the forecasts of their team. Sales forecasting terminology This table explains the sales forecasting terminology: Term Opportunity Pipeline Opportunity Forecast Value Opportunity Certainty Description A sales opportunity that is being worked on by a specific sales rep. The list of opportunities currently assigned to a sales user (in My CRM Opportunities). Each opportunity has a forecast value given to it by the sales user. This is the number the sales user expects to get if the deal closes. A percentage certainty that this deal will close at some point in the future. User Guide 13-1

153 Chapter 13 Term Opportunity Target Close Date Opportunity Forecast Scenario Description The date that the sales user expects this deal to close. This is mandatory, and it provides the basis for deciding which quarterly forecast an opportunity is to be included in. Indicates which elements of a forecast this opportunity should be included in: Exclude (leave out of the forecast), Commit (the opportunity will definitely close, and the figure is included in Commit, Likely and Best Case), Likely (the opportunity will probably close, and the figure is included in Likely and Best Case); Best Case (figure is included in the Best Case scenario only). This table explains forecast-related terminology Term Quarter Sales Forecast Sales Rep Sales Manager / Boss Rolling Up Description A three month period. A forecast for a given period of time (quarter) for a given sales user, which indicates how much a sales user feels they will close in business. Each forecast contains three values for each month in the quarter: Commit (worst case scenario), Likely and Best Case. A sales user who has no-one 'reporting/rolling up' to them they are responsible for their own pipeline only. A sales user who has one or more other sales users 'reporting/rolling up' to them they are responsible for including these sub-forecasts in their total forecast. In the case of a sales team hierarchy, users can 'rollup/report to' other users. This is similar to a reporting structure. For example Tim McGraw is the UK sales manager. Peter Johnson and Mathew Ebden are both UK Sales Reps whose forecasts should 'roll-up' to Tim McGraw. When Tim McGraw submits his forecast to the EMEA Sales Manager, he includes any deals he may be working on himself in the forecast. He also includes the forecasts of his team, Peter Johnson and Mathew Ebden Sage CRM

154 Chapter 13: Sales forecasting Term Quota Description The sales target that a sales user has for a month, quarter, or year. Entered by their manager and may be overridden (depending on system settings) by the user themselves. Creating a forecast for yourself To work with forecasting, the System Administrator must give you rights to access the Forecasts tab. A quarterly forecast is based on existing opportunities whose Close By date falls into the quarter you're preparing your forecast for. To prepare a forecast for Q4 (October to December) this year: 1. Click My CRMForecasts to display your list of existing forecasts. 2. If there is no entry in the list yet for this quarter, click New Forecast. The Forecast Entry page is displayed, defaulting to the current quarter. 3. Set Select Required Quarter to the quarter you want to enter a forecast for. The Forecast Entry page is refreshed to show the months in the selected quarter. Opportunities are listed under the month in which their Close By date falls. The forecast scenario for every opportunity is set to Exclude by default. This means that none of the opportunity forecast values have been included in the forecast figures yet. The Weighted Forecast is the Forecast figure multiplied by the Certainty %. Regardless of what currency the forecast figures were entered in, they are converted to the forecast currency specified in the top panel. The forecast currency is specified by the System Administrator for each user. If the user sets their preferred currency to a different currency in My CRM Preferences, the forecast still uses the defined forecast currency. However, the user can view the totals in the top Summary panel in their preferred currency as well. The pipeline figure in the Forecast Summary page is the total weighted forecast by month of everything in the pipeline, regardless of the scenario. 4. Update the forecast scenarios against the opportunities that you included in the forecast. If you do not want to include an opportunity, leave the scenario set to Exclude. Commit indicates this business will definitely close. The weighted forecast figure is included in the Commit, Likely, and Best Case fields. 5. When you update the forecast scenarios, click the button against each month to display the effect the scenario has on your forecast in the Forecast Entry panel. 6. Update the forecast scenarios against the remaining opportunities that you want to include in the forecast. Likely indicates that the business will probably close. The weighted forecast figure is included in the Likely and Best Case fields. Best Case indicates that the business may close. The weighted forecast figure is included in the Best Case field only. User Guide 13-3

155 Chapter If you have the appropriate rights, you can manually override the forecast figures in the Forecast Summary panel. You can also add your monthly sales quota for comparison against the forecast figures. Click Save to save the overrides you have made. 8. Click Continue to return to the Forecast list. 9. Click New Forecast to add a forecast for another quarter and work through the steps described above. Otherwise, to go back and edit the forecast you have been working on, click the forecast in the Forecast list. Submitting a forecast 1. Click My CRM Forecasts and click the quarterly forecast you want to submit. The Forecast Entry page is displayed. 2. Make any final changes you need to, and click Save And Submit. This: Makes your forecast available to your roll-up manager. The forecast details are not available to your manager until after you click Save And Submit. Adds your forecast to the Forecast History tab to give you a static snapshot in time of your submitted forecast. Viewing past submitted forecasts 1. Click the My CRM Forecasts tab, and click quarterly forecast that you want to review. The Forecast Entry page is displayed. 2. Click the Forecast History tab. A list of all submitted forecasts for the selected quarter is displayed. There may be several if you're required to submit a forecast on a weekly basis for example. 3. Click the Forecast History you want to review. The Forecast Entry page is displayed in readonly mode. You can click an opportunity to view the details of this opportunity as they stood at the time of submitting the forecast. This page is opened in a new browser window, and your System Administrator can customize what and how much information is displayed for the selected opportunity. 4. Click Continue to return to the Forecast History list. Working with your team's forecasts Sales Managers have exactly the same forecast tab as other users, except that they see their teams' (users who 'roll up' to them) submitted forecasts in addition to their own forecast. To view a team s forecasting information: 1. Click the My CRM Forecasts tab. 2. Click New Forecast to create a new forecast. 3. Select the Quarter and Year of the forecast, for example, this year Quarter 4. Your own forecast is displayed within the My Pipeline panel, and your team s forecasts are displayed in the My Direct Reports panel. 4. To review the detail of an individual s forecast and enter the manager s assessment of the salesperson s Commit, Likely, and Best Case, click the user. The Forecast Detail Screen for 13-4 Sage CRM

156 Chapter 13: Sales forecasting the selected user is displayed. Sales managers can enter their own assessment in the top Forecast Entry panel. Note: When a manager clicks on a subordinate's opportunities, the summary screen for that Opportunity is displayed. 5. Click Save to update the manager s assessment. 6. Click Back to return to your own Forecast Detail screen. Your own assessment of the sales person s forecast is updated in the My Assessment panel. 7. Click the magnifying glass icons next to the months to update the overall forecast. 8. Make any final manual changes required to the forecast figures on the top panel. 9. Click Save And Submit to submit the full team s forecast. This includes any opportunities the manager is personally working on. Clicking Save And Submit creates a snapshot in time in the Forecast History tab, in the same way as when an individual sales user submits their own forecast. Administrator access to forecasts A user with full System Administrator rights can access and submit a forecast for other Sales Users from My CRM Forecasts. To do this, the administrator should log on with their own ID and password, then change the user name in the context area of My CRM. The administrator can then review, change, and submit that user s forecast as if it was their own. If the administrator moves away from this screen and then uses, for example, the back button to return to the screen, it will be in read-only mode. User Guide 13-5

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158 Chapter 14: Leads What is a lead? Creating a new lead Searching for an existing lead Matching a lead to an existing company Qualifying a lead Converting a lead to an opportunity Manually progressing leads View the leads pipeline Viewing leads assigned to you Creating a lead from My CRM Deleting a lead What is a lead? A lead represents unqualified information that you have received from, for example, your corporate Web site, trade shows, and purchased mailing lists. A lead exists outside of the context of a person or company. This is to prevent the system from becoming overloaded with thousands of unclean, unqualified companies and people. Company and Person records are created only once the lead has been fully qualified and is ready to be converted to an opportunity. If the company and person already exist in your system, you can match them to the lead details. To import leads (for example, from purchased lists of data), you must have System Administrator rights to carry out a data upload. Please ask your System Administrator for more information. User Guide 14-1

159 Chapter 14 Lead Qualification: Scenario Creating a new lead 1. Right-click or hover over New and click New Lead from the pop out list. 2. The Lead Duplicate find screen is displayed. Enter the first few letters of the lead company name, and the lead person name. 3. Click Enter Lead Details. Sage CRM searches for possible duplicate lead records. For more information on Deduplication, see Preventing duplicate entries. 3. If a potential duplicate lead record is found, a warning is displayed. To create the lead record regardless of the warning, click Ignore Warning and Enter Lead. To return to the Lead Duplicate find screen to change the new lead details, click Back to Lead Entry Sage CRM

160 Chapter 14: Leads 4. If no duplicate lead record is found, the New Lead page is displayed. 5. Complete the lead fields and click Save. The Lead Summary page is displayed. 6. When a lead is created, you can: Add notes to leads from the Notes tab. Add and view communications linked to the lead from the Communications tab. Track changes made to the Lead record from the Tracking tab. Lead fields This table explains the standard fields on the New Lead page. Field Description Source Opened Main Product Interest Description Short description. How the lead was initiated. For example, Phone Enquiry, Conference. Date the lead was opened. Select from a list of main product lines. Details Campaign\Wave Activity Decision Timeframe Detailed description of the requirements. Campaign Wave Activity the lead is linked to. Select from a list of existing Wave Activities. Timeframe within which a decision will be made. Opt out of E- marketing Communications Assigned To This flag is automatically set if the address associated with the lead has opted out of all E- marketing communications received via Sage CRM's integrated E-marketing (Swiftpage). You can manually check or uncheck the option.however, this has no impact on E-marketing s sent from Swiftpage (these always retain the opt-out flag set from the E-marketing ). User responsible for the lead. User Guide 14-3

161 Chapter 14 Field Team Stage Status Priority Company Name Web Site Industry Annual Revenues No. Of Employees Last name First name Salutation Title Phone Country Code Description Team the lead is assigned to. For example, telesales. Stage of the lead. For example, New Lead, Qualified, No Interest. Status of the lead. For example, In Progress, Opportunity, Closed. Priority of the lead. For example, Normal, High, Low. Name of the company. The company URL. Industry segment the lead belongs to. For example, Telecommunications, Finance. Approximate revenue of the company. Approximate number of employees. Lead contact surname. Lead contact first name. Lead contact salutation. For example, Mr, Mrs, Dr. Lead contact title. For example, Purchasing Manager. Lead contact address. Phone country code of person. Phone Area Code Phone area code of person Sage CRM

162 Chapter 14: Leads Field Phone Number Fax Country Code Fax Area Code Fax Number Address 1 Address 2 Address 3 Address 4 City Zip Code State Country Description Phone number of person. Fax country code of person. Fax area code of person. Fax number of person. First line of address. Second line of address. Third line of address. Fourth line of address. Address city. Address zip or postal code. Address state or county. Address country. The table below shows the Lead Status icons. Status Icon Description In Progress Opportunity Closed User Guide 14-5

163 Chapter 14 Searching for an existing lead 1. Right-click or hover over the Find menu button, and click Lead from the pop out list. 2. Enter the name of the person, or combine any other available search criteria available. 3. Click Find. 4. Click the Lead description. You can view details of the Lead and view related communications and notes in the context of the Lead. Matching a lead to an existing company Once you create a lead, a Possible Company Match message is displayed if the company details you entered seem to already exist in Sage CRM. If your lead has a company match, you can link the raw lead details to the Company record. This provides you with a valuable source of information on the company you're dealing with, which may assist in the lead qualification process. 1. Click Add Or Find This Company. 2. Click the company match. The Company Summary page is displayed in a new browser window. 3. If you think you're dealing with this company, click Select Company. You can match people too. Just click Add Or Find This Person. If the company exists but not the person, you can add a new person now or when are ready to convert the lead to an opportunity. Remember that the unqualified lead data is separate from your core "clean" data. If the person does not yet exist in your People records and the lead turns into a dead end, you have added a low value contact into your core company database. If there is a company and person match, priority is given to the company. This means, when you match a lead with a company, the person drop-down is automatically limited to existing people in that company. If the lead turns into a potential sale (Opportunity), you must incorporate the Lead Company and Person into the main Company and People records. For more information, please see Converting a lead to an opportunity (page 14-7). Qualifying a lead You've received enough information to fully qualify a lead. If a Lead Workflow is enabled, a number of actions are available on the Lead Summary page. The Lead workflow can be set up and customized to suit your lead qualification process. To qualify a lead using the standard Lead workflow: 1. Click Rate Lead. 2. Complete the required fields and add additional information in the tracking note. 3. Click Save. Your changes are recorded in the lead Tracking tab Sage CRM

164 Chapter 14: Leads The Duration column on the Lead Tracking tab tracks how long the lead has spent at each stage of the qualification process. The duration takes into account the business calendar defined by the System Administrator. Converting a lead to an opportunity Once a lead has been qualified and identified as a genuine sales opportunity, you can convert the lead to an opportunity. Before converting, the lead first needs to be matched to an existing company and person. This ensures that when the opportunity is created, it is assigned to a true company and person (rather than existing as a disassociated entity, as a lead normally does). You can match the lead to existing Person and Company records. If the data is not yet in the system, add a new company and person, or just add a new person if the company already exists, but the person is new. 1. Find and open the lead you want to convert to an opportunity. 2. From the Lead Summary page, click Convert To Opportunity. 3. If you have not yet matched the lead to a company or person, a warning dialog box is displayed. 4. Click Add Or Find This Company on the Lead Summary page to match the lead to a company. The system automatically searches for an existing company in the database that matches the company name on the lead. 5. Click Save. If the system finds a name that begins with the company name you have already entered, it first gives you the option of selecting the existing company. If you already matched the company at an earlier stage, and just need to match up the person, you can skip the next steps and click Add Or Find This Person. If no matching company is found, or if you choose to ignore suggested matches, the New Company page is displayed in a new browser window. This page takes over details, such as Company Name and Person Name, already entered against the lead so that you do not have to retype them. Complete any further known details on the New Company page. 6. Click Select Company. The lead is matched to the new company and person that you have added to the system. 7. Click Convert To Opportunity. For more information on the Opportunity fields, please see Creating a new opportunity (page 12-3). 8. Complete any further known details on the Record New Opportunity page. 9. Click Save. The Opportunity Summary page is displayed. A converted opportunity has the following features: A View Lead button on the Summary page. This allows you to switch between the details of the opportunity and the lead. You can view communications associated with the lead, but you can no longer add communications to the lead once conversion has taken place. User Guide 14-7

165 Chapter 14 An Opportunity Tracking tab. This shows a record of the conversion from Lead to Opportunity. Communications which were created in the context of the lead are displayed in the Communications tab of the Opportunity. Manually progressing leads The workflow functionality automates the progression of leads to follow predefined business processes. Your System Administrator can determine whether your system uses workflow or not from Administration Advanced Customization Workflow & Escalation Configuration. If your system does not use Lead Workflow, the Lead workflow actions on your leads' Summary page are replaced by a Progress button. This button allows you to manually change details of the lead via the Progress Lead page. Changes are still recorded on the Tracking tab. Viewing the leads pipeline To view a graphical representation of In Progress leads assigned to you, click the My CRM Leads tab. The pipeline shows the number of leads at each stage. Lead statistics are displayed beside the pipeline. Leads are summarized in a list below the pipeline. To filter your leads by stage, click a pipeline segment. Alternatively, select a stage from Stage and click Filter. To toggle back to the full list of leads, click the highlighted segment on the pipeline. To view more details about a particular lead, click the lead link in the lead summary list. To hide the pipeline, click My CRM Preferences and set Show Leads Pipeline to No. Drilling down on the Leads pipeline Lead statistics panel The information in the Statistics panel is summarized in the table below Sage CRM

166 Chapter 14: Leads Field Average Time Open (days) Description The average lifetime of each lead. If the lead has been converted, this is the length of time between the lead being opened and its corresponding opportunity being created. If the lead hasn't been converted, this is the length of time between the current date (according to the user s timezone) and the date the lead was opened. If no filter is applied to the funnel (i.e. no section is exploded), the figure displayed is the total of all lifetimes of all leads in every stage (excluding unassigned and deleted leads), divided by the total number of leads (excluding unassigned and deleted leads). If a filter is applied to the funnel (i.e. a section is exploded), the figure displayed is the total of all lifetimes of all leads in the stage divided by the total number of leads in the stage. The result is rounded to the nearest integer. Opened Today Opened This Week Opened This Month The total number of leads that were opened between 00:00 on the current day (in the user s timezone converted into the server s timezone) and the current time. The total number of leads that were opened between 00:00 (in the user s timezone converted into the server s timezone) on the first day of the week (according to the user s My Week Starts On preference) and the current time. The total number of leads that were opened between 00:00 (in the user s timezone converted into the server s timezone) on the first day of the month and the current time. Viewing leads assigned to you Click My CRM Leads. The list of leads currently assigned to you is displayed. You can use the filter box to filter the results. User Guide 14-9

167 Chapter 14 Creating a lead from My CRM As well as using the New button to create a new lead, you can also create new leads from the Leads tab in My CRM. 1. Click the Leads tab and click New Lead. The new lead is assigned to you by default, but you can assign it to another user. 2. Fill in the lead details and click Save. Deleting a lead You can delete leads from Sage CRM if your security profile allows it. Contact your System Administrator if you want to delete leads but the option is not available to you. 1. Find and open the lead you want to delete. 2. From the Lead Summary page, click Edit. 3. Click Delete, then Confirm Delete. The record is deleted from the system Sage CRM

168 Chapter 15: Outbound call handling Introduction to outbound call handling Outbound call handling buttons Outbound call handling tabs Accessing outbound calls Working with outbound calls Introduction to outbound call handling The Outbound Call Handling module automates outbound phone-based telemarketing campaigns. Outbound call handling is tailored specifically to high volume telemarketing activities, where calls are not preallocated to individual users and a Communication record is only created when a successful contact is made. The advantages include: Your personal calendar list isn't cluttered with hundreds of campaign-based telephone calls. Your quota of campaign calls isn't overlooked if you're out sick or allocated to work on a different project for the day. More efficient handling of repetitive calls via Got Through and Get Next Call buttons. In a CTI environment, outbound call handling is automatically CTI-enabled. The person who manages marketing campaigns in your organization is typically responsible for setting up outbound call lists. They require special security rights to do this. Contact your System Administrator for more details. Outbound call handling buttons These buttons are available within Outbound Call Handling. Button Get Another Call Finish Calling Got Through Description Displays the details of the next person on the call list. Ends the call session, and displays the Summary page for this call list. Displays the Contact Introduction page and allows the user to gather data relating to the call as defined by the marketing manager. User Guide 15-1

169 Chapter 15 Button Exclude Call Back After Description Removes the contact from the call list. The user is prompted for an exclusion reason. Blocks the contact from the call list until the date/time set. Outbound call handling tabs These tabs are accessible from the Introduction page. Field Company Summary Person Summary New Person Quick Look New Lead New Opportunity New Communication Description Displays the company tabs in a new browser window. Displays the person tabs in a new browser window. Allows you to add a new person from a new browser window. Displays the Quick Look tab in a new browser window. Allows you to add a new lead from a new browser window. The lead is linked by default to the call list Wave Activity. Allows you to add a new opportunity from a new browser window. Allows you to add a new communication from a new browser window. Accessing outbound calls You have access to all call lists you have been assigned to work on from the My CRM area. 1. Go to My CRM Preferences and make sure that the Show Outbound Calls In My CRM option is set to Yes. Click the Outbound Call Lists tab. All outbound call lists that you have been assigned to work on are displayed. 2. Click the call list you want to work on. The Summary page is displayed. The information displayed is divided into: individual statistics and wave activity summary Sage CRM

170 Chapter 15: Outbound call handling If you've Info Manager Administration rights, you can also see an additional panel, Overall Statistics. The Overall Statistics panel gives a summary of calls made, time spent, and so on for all users working on this call list, including the current user. Working with outbound calls Use the action buttons on the right-hand side of the page when working with call lists. To contact the first person on the call list: 1. Click Get A Call. The Introduction page is displayed with the following panels: Call Data, Introduction, and Person Summary. If anyone else from the same company is also on the call list, they're exclusively "offered" to the agent (user) who makes contact with the first person from the same company. This is explained in more detail in the next sections. The Introduction panel contains the greeting text defined by the marketing manager when the campaign is set up. Please refer to Outbound call fields (page 17-12) for more information. This is a "pre-pitch" prompt to help the user establish that they are talking to the right person. To add a comment from this page, click Add A Comment. The comment is stored in the call list record for this person. 2. Click Got Through. The Contact Introduction page is displayed. This displays the Call Data panel, Contact Introduction panel, and data to be collected as defined by the marketing manager. The Contact Introduction panel contains greeting text defined by the marketing manager relevant to the correct contact. This is the "pitch" once you've established you're speaking to the correct person. 3. Add the data gathered during the conversation. This gets stored in the system, usually with the Communication or Person record, as defined by the marketing manager or System Administrator. A completed communication record is automatically created for each call where the user selects Got Through. 4. When you're ready for the next call, click Get Another Call. The Introduction page is displayed with the details of the next person to call. If anyone else from the same company is also on the call list, they are exclusively "offered" to the agent (user) who makes contact with the first person from that company. This is to prevent agents who are working on the same call list from calling several people from the same company, and avoid the embarrassing "my colleague just spoke to someone from your company". It also allows the user to easily switch between the available contacts. "You need to be talking to Arthur, he is handling the business side". Other contacts from the same company who are not on the call list are also displayed. 5. If you can speak to more than one person from the same company on the same phone call, switch to the other person by clicking their name. If you're not able to speak to them on the same call or decide to call them later, they remain assigned to you. 6. To exclude a contact from the list, click Exclude. The Exclude From Call List page is displayed. 7. Select a Reason For Exclusion and click Save. These are defined by the marketing manager or your System Administrator. 8. You can toggle the person back onto the call list by clicking Include. User Guide 15-3

171 Chapter To block a contact from the call list until after a specific date/time, click Call Back After. This can be used if, for example, the contact is on holidays for the next two weeks. The Call Back After page is displayed. 10. Set the date and time when the contact is available again, and click Save. 11. To finish a session of calls using the current call list, click Finish Calling. The Outbound Calls Summary page is displayed, showing updated statistics for the current call list Sage CRM

172 Chapter 16: Groups Introduction to groups Technical overview of groups Groups tab Creating a group Creating a group from the Groups tab Group action buttons Creating a group from the Wave Activities tab Creating a group based on a primary entity search Adding a primary entity record to a static group Adding multiple records to a group Adding multiple records to a group using Search/Saved Search Adding multiple records to a group using Advanced Find Adding the records of a group to another group Refreshing a group Editing a group Performing a mass update on a group Updating group territories How group information is stored Key attribute data generated by groups Adding group list information to a tab Exporting group information Viewing an exported group Sending mass s Sending s to groups Sending E-marketing s to groups Introduction to groups The Groups feature allows you to create, edit, and save lists of people, companies, leads, cases, opportunities, quotes and orders based on defined filter criteria. The filter criteria can be simple or complex. For example, "All IT managers in Dublin", or "All the marketing managers in the telecoms sector in London, Dublin, or Manchester, who attended our seminar last year, but who have not yet replied to our invitation mail shot". You can: User Guide 16-1

173 Chapter 16 Generate groups based on views which offer the same flexibility and power as Sage CRM reports. For more information, see View Customization in the System Administrator Guide. Generate groups based on the Key Attributes functionality. For more information, see Key Attribute Profiling in the System Administrator Help. Define how to sort the contents of a group when it's displayed. Navigate groups using the forward and back buttons. You can add a company with no people to a group. However, such a group cannot appear in an Outbound Call list. Technical overview of groups Group Building. Groups are based on SQL views generated by queries. These retrieve records based on specified entity IDs. You can specify which view a group is based on. A System Administrator can add and/or edit views in Administration Customization <Entity> Views. To filter a group result, use any of the fields available from a view, or use key attribute data. Group Storage. Groups can be static or dynamic: A static group stores both the query that generated the group and the list of returned records. When you open a static group, it returns the list of records that were last added to the group. The contents of these groups must be manually refreshed. A dynamic group stores only the query that generates the group contents. Each time you open a dynamic group, the query is run and the group contents are refreshed. Groups tab To view and manage groups, click the My CRM Groupstab. The Groups tab is available in My CRMif your System Administrator has given you the rights from Administration Users. Creating a group You can create a group in several ways. From the Groups tab. From the Wave Activity tab. Based on a primary entity search. When performing a data upload. For more information, see Running a data upload in the System Administrator Help. From any search list results. Creating a group from the Groups tab 1. Click My CRM, and click the Groups tab. 2. Click New Group and enter a name and description for the group. 3. Select a type of group from Type. You can create a static or dynamic group Sage CRM

174 Chapter 16: Groups 4. Select the entity for your group from Entity. All records within a group must be based on the same primary entity. When you select an entity, Source View is displayed containing views that return one row per ID field. 5. Select the group's source view and click Continue. 6. Select the columns to include in the group contents, search criteria, and sort order. 7. Select Advanced Findto create an advanced find query to generate the group. Please refer to Using Advanced Find (page 3-5) for more information. You can also add key attribute data to the selection fields of your group definition. 8. Click Continue. If you've added search criteria, the New Group, Stage 3 of 4 page is displayed. 9. Specify your search criteria and click Continue. 10. If you're creating a static group, you can Include All or Exclude All records. The default is Include All. 11. Click Save. If you're creating a static group, click Save empty static group to save the query that generated the group, but not the list of records returned by the query. Use this to build a group of individually selected records. For more information, see Adding a primary entity record to a static group (page 16-5). Group action buttons This table describes the Group action buttons. Button New Task New Merge to Word or Merge to PDF Export To File Description Creates a task against each recipient on the group. Sends an to each recipient on the group. Merges a standard template with the address and contact details of the recipients in the group. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. Exports the group as a text or a CSV file. Exported groups can be viewed from My CRM Shared Documents. User Guide 16-3

175 Chapter 16 Button New E-marketing Mass Update Update Territory Include All Exclude All Refresh Exclude Previous Recipients SQL Description Lets you set up an E-marketing wave activity to send an E-marketing to each recipient on the group. Choose a Campaign and Wave for the E- marketing wave activity first. E-Marketing must be enabled. Please refer to Setting up an E-marketing campaign (page 17-18) and Creating an E-marketing (page 17-19) for more information. Allows simultaneous updates to all records in the group. Displayed to System Administrators only if Allow Mass Update And Update Territory is set to Yes in Administration System System Behavior. For more information, see Performing a mass update on a group (page 16-7). Allows an administrator to update territories for a group. Displayed to System Administrators only if Allow Mass Update And Update Territory is set to Yes in Administration System System Behavior. For more information, see Updating group territories (page 16-8). Toggles all members of the group to be included. Available for static groups only. Toggles all members of the group to be excluded. Available for static groups only. Refreshes the group to include all records which have been added since the creation of the group and meet the search criteria. If the group has already been used for an action, excludes the people, companies, or leads who were the targets of that action. Available for static groups only. Displays a new window containing the current SQL used to generate the group. Displayed to System Administrators only. If you have SQL experience, this statement can be customized Sage CRM

176 Chapter 16: Groups When you click an action, the Parent Category Selection panel is displayed. It contains an entry that corresponds to the action you selected. When you select the Parent Category and execute the action, a new category is automatically created as a child category in Key Attribute Data. The child record stores a link to every recipient for this action. You can use this child category as a selection criteria for a follow-up action. For more information, see Key attribute data generated by groups (page 16-10). Creating a group from the Wave Activities tab User Requirement: System Administrator or Information Manager rights Groups created from the Wave Activity tab in the Marketing area help you filter and manage responses to individual wave activities. For example, you can create a dynamic group to filter and record all positive responses to a wave activity. For more information, see Creating a new group based on responses to follow-up calls (page 17-11). Creating a group based on a primary entity search If you've access to groups, you can create a group containing the results of a search on a primary entity (Company, Person, Case, Opportunity, Lead, Quote, or Order). For example, you can create a group based on the results of a search for all companies based in Chicago. You can also create a group based on the results of an Advanced Find search. For more information, see Using Advanced Find (page 3-5). 1. Click Find <Entity>. 2. Enter your search criteria and click Find. A list of matching records is returned. 3. Click Create New Group. 4. Enter a name and description for the new group. 5. Select who can access the group from Available To.If you're an Info Manager with Groups access, you can make groups available to other Info Managers, or keep them for your own private use. If you're a System Administrator, you can make a group available to all users. 6. Select dynamic or static from Type. 7. Click Save. Adding a primary entity record to a static group You can add a record to a static group, directly from the record's Summary screen.this is possible for Person, Company, Case, Opportunity, and Lead. The following example explains how to add a Company record to a group. 1. Click Find Company and locate the company you want to add to the static group. 2. Open the Company Summary page. 3. ClickAdd This Record To A Group. 4. Select the group from the Select Groupdrop-down list. For this example you can choose from static groups based on the Company entity, which are available to all users. 5. Click Save. User Guide 16-5

177 Chapter 16 Adding multiple records to a group If you have group access rights, you can: Add multiple records of the same entity type to any static group. Add records by searching on a standard entity search screen, or using an advanced search. Add all of the records of one group to another group, provided both groups are based on the same entity. When adding multiple records to a group, you can receive an onscreen message if you attempt to add a record that is already in the destination group. You cannot add records to group if you do not have the correct security rights. Instead, you receive a notification explaining that the records are not available to you. Adding multiple records to a group using Find/Saved Search 1. Click My CRM Groups. 2. Click the link for the group you want to add records to. The Group Details page is displayed. 3. Click Add Records To The Group. The Add To Group dialog box is displayed. 4. Add Records Via Find / Saved Search is selected by default. Click Continue. 5. To search for the records you want to add to the group, use the filter options or run a saved search. 6. Click Add to group A notification is displayed to tell you the number of records you have added to the group. 7. Click Continue to go back to the Group Details page. Adding multiple records to a group using Advanced Find 1. Click My CRM Groups. 2. Click the group you want to add records to. The Group Details screen is displayed. 3. Click Add Records To The Group. The Add To Group dialog box is displayed. 4. Select Add Records Via Advanced Find and click Continue. The Advanced Find page is displayed. 5. Search for the records you want to add to the group using the advanced find options or by running a saved search. 6. Click Add To Group. A notification is displayed to tell you how many records have been added to the group. 7. Click Continue to go to the Group Details page. Adding the records of a group to another group 1. Click My CRM Groups. 2. Open the group you want to add records to. The Group Details screen is displayed. 3. Click Add Records To The Group. The Add To Group dialog box is displayed Sage CRM

178 Chapter 16: Groups 4. Select Add Another Groups Records and click Continue. 5. Select the group whose records you want to add from the Groups drop-down list. 6. Click Save. A notification tells the number of records added to the group. Duplicate records are not be added. 7. Close the Groups dialog box. Refreshing a group Dynamic groups are refreshed automatically. New records that match the group search criteria are automatically added to these groups. Static groups aren't refreshed automatically. You must click Refresh to add new matching records to these groups. The following example explains how to refresh a static group of people in order to perform a task on the group. First, you ll create a group and send them a mail shot. Then, you ll update your group with three extra people and send them the original mail shot. 1. Create a new group of people based on a criterion, such as City = Dublin. 2. Open the group and click Merge to Word or Merge to PDF. If your System Administrator has disabled the Merge to Word option at a system level, the Merge to Word button isn't displayed. 3. Add three new people to the system with the criterion City=Dublin. 4. Open the group, and note the number of people in it. 5. Click Refresh. The number of people is incremented by three. 6. Click Exclude Previous Recipients. 7. Click Merge to Word or Merge to PDF. The mail shot is sent to the three new contacts only. Editing a group You can edit certain fields in both static and dynamic groups. 1. Click the Groups tab. 2. Open the group that you want to edit. The Group Details page is displayed. 3. Click Change. Group Stage 1 of 4 is displayed. 4. Click Continue to move through the editable group attributes. 5. When you reach the Group Stage 4 of 4 page, click Save. Group records are locked for editing when selected. This means only one user can make changes to a group at any one time. Performing a mass update on a group User Requirement: System Administrator or Information Manager rights User Guide 16-7

179 Chapter 16 The mass update function is enabled from Administration System System Behavior. Please refer to System Settings in the System Administrator Guide for more information. The mass update function allows you to simultaneously update the same fields in selected records within a group. For example, if four people in a group of contacts have moved to a new region, use the mass update function to update the Region field for all four records in one go. The System Administrator should ensure they have a full backup of the database before performing a mass update. 1. Go to My CRM Groups. 2. Open the group that you want to update. 3. Select the Exclude check boxes for any records that you don't want to update. 4. Click Mass Update. The Fields page is displayed. This page displays all the fields common to the records you have selected. 5. Select the fields you want to update. For this example, select the Region field. 6. Click Continue. The Region drop-down list is displayed. 7. Select a new region for the records; for example US East. 8. Click Save. A notification tells you the number of records affected by the update. 9. Click OK. The Summary of Updated Records page is displayed. 10. Click Continue. The selected records have now been updated. Updating group territories User Requirement: System Administrator rights To enable this feature, go to Administration System System Behavior. For more information, see System Settings in the System Administrator Guide. The Update Territories option allows you to simultaneously update the territory field for selected records within a group. For example, if you have a group of contacts assigned to various US territories, you can update all the records in the group so they belong to the US Canada territory instead. The System Administrator should ensure they have a full backup of the database before performing a mass update. Make sure that all users are logged out of the system before performing a territory update. Please refer to the System Administrator Guide for more details. 1. Click My CRM Groups tab. 2. Open the group that you want to update. 3. Exclude any records that you do not want to update. 4. Click Update Territory. 5. Select the new group territory from the Territory Name drop-down list. For this example, select US Canada Sage CRM

180 Chapter 16: Groups 6. Click Save. The Summary Of Potential Update Records page is displayed. 7. Click Go. The Summary of Updated Records page is displayed. 8. Click Continue. The selected records have now been updated. How group information is stored User Requirement: Information Manager rights Information generated by static groups is stored in key attribute data. This occurs in two ways: When you create a static group and save it, the group and all its records are saved with a piece of key attribute data, which identifies the group and all its members. The saved group can be viewed from Administration Advanced Customization Key Attributes Categories under the Group Entries category. The key attribute field, which is stored against the group member is set to either Include or Exclude. Key Attribute Categories list with Group Entries When you perform an action against records in a static or a dynamic group, the action, and all the records affected by the action, are saved with a piece of key attribute data. The actions can be viewed from Administration Advanced Customization Key Attributes Categories under the Default Activities category. The key attribute data field, which is stored against the group member, is set to the date that the action was carried out. User Guide 16-9

181 Chapter 16 Key attribute data generated by groups User Requirement: System Administrator rights, or Infomation Manager with Key Attributes rights This example illustrates how to work with key attribute data generated by static groups. 1. Create a new static group of people where the Title Code = IT Manager. 2. Click Continue, and select the columns you want to display in the group. 3. Click Continue and set the search criteria to IT Manager. The New Group Stage 3 of 4 page is displayed. 4. Click Continue. The New Group Stage 4 of 4 page is displayed. 5. Click Save. The page is displayed with a Group Saved bar at the top. 6. Click Administration Advanced Customization Key Attributes Categories. The Key Attribute Categories list is displayed showing the saved group you created as a child category of the Group Entries category. 7. Now return to Main Menu My CRM and click the Groups tab. 8. Click the group you created. 9. Click New Task to schedule a phone call to each person in the group. The New Task page is displayed. 10. Complete the communication details, and click Internal Actions on the Parent Category panel at the end of the page. The default Parent Category is set up from Administration Key Attributes Category Groups Activity Category Groups. 11. Click Save. A communication is scheduled for each person in the group. 12. Click Administration Advanced Customization Key Attributes Categories. The Key Attribute Categories list is displayed showing the action against the group as a child category of the Default Activities Internal Actions category. Default Activities Internal Actions category Because the saved group and the actioned group are stored in this way, you can now report on these entries and create further groups based on them for future or follow-up actions or reports for analysis of past groups Sage CRM

182 Chapter 16: Groups Building a new group based on a previous action stored in Key Attribute Data Building a report based on a saved Group Entry Adding group list information to a tab User Requirement: System Administrator rights, or Information Manager with Key Attributes rights You can review and change static group data from the record level that it is stored against. For example, if you want to view all actions (mail merges, blasts, and so on) carried out against a particular person, or see what Groups they are members of, you can display this key attribute profiling data on a tab within the person context. For more information, see Key Attribute Profiling in the System Administrator Guide. 1. ClickAdministration Advanced Customization Key Attributes Category Groups, and make sure that General Category Groups is selected in the list. 2. Click New. 3. Enter a name and description for the Category Group, for example, Group Information. 4. Select the categories, for example, Default Activities and Group Entries, that you want to be displayed within this category group from the Key Attribute Categories list and move them over to the Categories Within Group list. These are at the upper level of the Key Attribute Categories list. You could start much lower down the child categories to display more specific information relating to a particular set of actions or groups. User Guide 16-11

183 Chapter 16 Category Groups page 5. Click Save to display the new category group. 6. To display the information on a tab within the context of a person, click Administration Customization Person Tabs. 7. Click the Person tab group. The Customize Tabs page is displayed. 8. Add a new tab, with the Action set to Key Attributes, and the Key Attribute Category Group set to the category group you have just created. Customize Tabs page 9. Click Add, then click Save. 10. Search for a Person, who is already on one of the groups you have created, and where you have carried out an action against that group. 11. Click the Person record. 12. Click the new tab you have created. The key attribute data representing the group membership and actions carried out is displayed on the tab. This information can be manually edited to change, for example, a particular person from being Included in a group to being Excluded. Group information displayed on a Tab as Key Attribute Profiling data Sage CRM

184 Chapter 16: Groups Exporting group information You can export a group to a CSV or text file. If a group is exported to a CSV file, it is saved in the My CRM Shared Documents tab. When exporting a group to a file, the type of communication record created depends on the entity the group is based on: When a group is based on the Person or Company entities the communication created is linked to each contact in the group and a record of the group export appears on the Communications tab of every person or company in the group. When a group is based on the Opportunity or Case entities a single communication containing a link to all of the relevant opportunities or cases is recorded in the calendar of the user who has performed the export. To export a group: 1. Click My CRM Groups. 2. Click the group you want to export. The Group Details page is displayed. 3. Click Export To File. The Export Group page is displayed. 4. Select either the Spreadsheet (CSV) or Text option. 5. Click Save. When the list is exported, you can view it or save it to a location of your choice. The Create entry in shared documents check box is selected by default if the group you're exporting is not private. If the group is private, the check box is deselected by default. Selecting it makes the shared document available to all users. Viewing an exported group When you export a CSV file from a group, it is added to the document library, and can be viewed from the Shared Documents tab. 1. Click My CRM Shared Documents. The list of your shared documents is displayed. 2. Click the exported group that you want to view. 3. Click View Attachment. The CSV file is opened in a new browser window. Sending mass s User Requirement: Information Manager rights Mass s can be in text or HTML format, and they can contain file attachments and inline images. To upload an inline image, you must have the Send As HTML field set to Yes in Administration And Documents Configuration. Note that if you're using a free 30-day trial, your mass s are not sent. However, they are saved as communications. Opt out of E-marketing Communications Flag There is a check box flag on the Company, Person, and Lead Summary pages, which is automatically set by Swiftpage if E-marketing is being used. E-marketing s never go out to the User Guide 16-13

185 Chapter 16 associated Company, Person or Lead addresses where this flag is set, even if the user has manually unchecked the option in Sage CRM. If you're using Sage CRM's own mass feature, you should add the opt-out flag to the group search criteria to ensure that people who have opted out of receiving s via E-marketing, do not receive other marketing s generated withthe standard Mass feature. Configuring Sage CRM for Mass s Once the embedded editor is configured, you can use the Mass functionality. However, if you want the ability to send s in HTML format, you need to make sure the system is configured to do so. You also need to ensure that the required From and Reply To addresses have been specified. To ensure that HTML s can be sent to groups: 1. Click Administration And Documents Configuration. The /SMS settings page is displayed. 2. Check that the Send As HTML field is set to Yes. If you don t have a requirement to send HTML s, the Internal SMTP option can be chosen. To ensure that From and Reply To addresses have been specified: 1. Open Administration And Documents Aliases and click New. A list of addresses that s can be sent from is displayed. If the entry for the address you want to send mass s from is not listed, you need to set up an entry for it. 2. Click the mailbox you want to use to send mass s from, and click Changen. In this example, the Marketing mailbox is being used. 3. Ensure that the Address and Display Name fields are completed and that From and Reply To addresses are enabled and specified. 4. Click Save. Sending s to groups To send mass s to a Group, the Group must be linked to a Person, Company or Lead. 1. Click My CRM Groups and click the Group you want to . The Group Details page is displayed. 2. Click New . The Send Mass page is displayed. 3. To ensure the isn't sent to members of another Group, select the other Group from Dedupe Against Existing Group. 4. To base the on an existing template, click Template. Sage CRM templates usually contain standard content and field codes. Further formatting layouts are available from the Layouts toolbar button. 5. Select a From address. Your address is the default value. Other options depend on what your System Administrator has configured and your permissions. 6. Enter a subject and the content Sage CRM

186 Chapter 16: Groups You can type a message in standard text, and use the text editor buttons to format it. To include merge fields in the , select the fields from Choose Field to insert into the . For example, you can include the recipient s first name or title in the . To include HTML content in the , click Source. Copy and paste HTML into the body field. HTML source code typically references image files, such as JPGs, GIFs and BMPs. Ensure that images are referenced correctly so the person receiving the can view them. The source of the image files must be specified in the HTML source code as paths on the Internet, for example, <img src = " If you don't have experience writing HTML source code, ask whoever writes the HTML source to ensure the images are referenced in this way before you use the HTML in your mass s. You can add a.gif,.jpeg, or.jpg file as an inline image. An inline image is an individual image that's included in the body. Inline images are displayed in the body, and are referenced from the server in the HTML source. To upload an inline image, click Choose File, navigate to the image file, select the image file, and click Upload inline image. To display the image in the body of the , you must reference the image in the HTML. Click Source and update the HTML to reference the image. You can attach global documents and local files. To attach a global document, the Search Select icons to locate the file, select the file, and click Upload Attachment. Please refer to Advanced Search Select (page 2-8) for details on using the Search Select buttons. To attach a local file, click Choose File, navigate to the file, and click Upload Attachment. 7. When you've added the content, you can specify additional rules for saving the communication in the database. The option to specify additional rules is not available if you're using Management to handle outbound s. From the Communication Options panel, select the team and territory in which you want the communication to be saved, and specify the status and the type of communication you want the saved as. 8. To link the mass to a Wave Activity, select an activity from Wave Activity. 9. If you select s from Parent Category Selection, a new category is automatically created in Key Attribute Profiling as a child category of s when the is sent. The name of the category corresponds to the subject. The child record stores a link to every recipient of the . You can use this piece of key attribute data as a selection criteria for a follow-up action to this To proof the spelling and layout of the before you send it, click Check Spelling and Preview. To see how the looks to recipients, click Send Yourself Test. 11. To send the to all people or companies in the Group, click Send and then click OK. 12. To review the status of the job, click Marketing Mass Status. 13. To temporarily stop the mailer, click Stop from the Actions column. The current mailer details remain on the status list until the job is resumed and the has gone to everyone in the group. If you click Stop, the s remain unsent with a Pending status even if they were set to a Complete status in the Send Mass Communication Options panel. User Guide 16-15

187 Chapter 16 To view details of the communication, click the link in the subject column. To view a list of people to whom the was successfully sent, click Click Here To View Recipients Of The Mass To restart the mailer, click Resume. When all s have been sent successfully, the status bar at the top of the Mass Status tab displays the following message: "There are no pending mass s". Any problems that are encountered when sending the are included on the status list, and you can troubleshoot the problem. s sent to the group are saved as communications against the person and/or company that they are sent to. They are also saved against the team and territory you specified on the Communication Options panel and according to the status you selected. 15. To review a sent , find a Person or Company to whom you sent a mass and open the communication. You can convert the to an Opportunity, Lead, or Case. If the was linked to a Wave Activity, you can click Changeand register a response to it. Note that to register a response, you must open the Out from the Communications list in the Person or Company context. Sending E-marketing s to groups To send an E-marketing to a group: 1. Click My CRM Groups, and click an existing group. 2. Click the New E-marketing button. 3. Select the Campaign and Wave to assign the new E-marketing activity to, and Save. 4. Enter the E-marketing details. The fields are described in E-marketing Fields (page 17-19). 5. Select Save & Send Sage CRM

188 Chapter 17: Campaign management Campaign Set-up and Normal Wave Activities What is campaign management? Setting up a new campaign Campaign, wave and wave activity fields Campaign wave activity action types Cloning a campaign Performing an internal mail merge Scheduling an internal telesales activity Setting up new response codes Creating a new group based on responses to follow-up calls Setting up outbound call handling Reporting on opportunities generated through campaigns E-marketing Set up an E-marketing campaign. Create an E-marketing . Understand E-marketing fields. Set up a Drip marketing campaign. Create a Drip marketing . Understand Drip marketing fields. Create a Drip marketing call list. Edit E-marketing templates. Analyze E-marketing campaigns. Work with the E-marketing User Profile tab. What is campaign management? User Requirement: Information Manager rights Campaign Management enables you to record activities undertaken as part of marketing campaigns. Campaigns consist of Waves, which in turn consist of Wave Activities. Waves: Waves are a way of grouping activities within a campaign, normally in chronological order. Wave activities: Wave Activities define exactly what action is performed for the campaign.for example, Outbound Telesales Activity or Flyer Mailing Activity. User Guide 17-1

189 Chapter 17 Sage E-marketing for Sage CRM is an integration with Swiftpage ( offers E-marketing functionality from Sage CRM. E- marketing campaigns follow the same basic structure as standard campaigns.they provide additional features such as blast scheduling and "open and click" analysis. You can also use standard campaign wave activity types within E-marketing campaigns. Campaign Scenario Campaign Management covers all the areas available from the Marketing menu button - this includes E-marketing. The typical user operating in this area is the Campaign Manager, who is responsible for setting up and monitoring progress on all campaigns. In practice, marketing activities can be carried out from many areas of Sage CRM - for example an blast from My CRM Groups - and linked to campaigns set up from the Marketing area. More advanced campaigns can reach beyond the Marketing menu and include areas such as Data Upload and Key Attributes. The shaded area shows the steps which can be substituted with E-marketing campaign steps. Adhering to anti-spam regulation Working with E-marketing, even on a trial account, requires strict adherence to anti-spam laws. You must ensure you comply with the US CAN-SPAM Act and your own regional anti-spam regulations. The essence of most regulation is that: recipients must "opt in" to receiving s from your company. You clearly identify yourself, You make it easy for recipients to "opt out" Sage CRM

190 Chapter 17: Campaign management Useful guidelines and links from Swiftpage can be found here: Swiftpage does not any address which has opted out of receiving E-marketing s from your company. The opt-out flag is synchronized and displayed on the Company, Person, or Lead summary pages associated with the address that has opted out. You can manually check or uncheck the option, however this has no impact on E-marketing s sent from Swiftpage (these always retain the opt-out flag set from the E-marketing ). If you're using SageCRM's mass feature, you should add the opt-out flag to the group search criteria to ensure that people who have opted out of receiving s via E-marketing, do not receive other marketing s generated using the standard Mass feature. More information can be found on this in Sending mass s (page 16-13). Setting up a new campaign User Requirement: Information Manager rights 1. Click Marketing. 2. Click the Campaign List tab. 3. Click New Campaign. 4. Enter the campaign details, and click Save. You must be in Hide Wave Activities mode to add a new wave from the Campaign Summary page. To toggle between the expanded and summary modes of the Campaign Summary page, click Show / Hide Wave Activities. 5. Click New Wave to set up the waves, or phases of your campaign. 6. Enter the Wave details and click Save. 7. Click New Wave Activity. 8. Enter the Wave Activity details and click Save. You have set up the framework of your campaign, and can begin on the first wave. Campaign, wave and wave activity fields User Requirement: Information Manager rights Note: In most areas of E-marketing campaigns, the following special characters are not supported: $ % ^ & ( ) { } [ ] ~ /? < >, :. The following special characters can be used in the subject and personal message: $ % & ( )?, :. These tables explain the standard fields on the Campaign, Wave, and Wave Activity pages. Please refer to E-marketing Fields (page 17-19), Drip Marketing Fields (page 17-22), and Outbound call fields (page 17-12) for more information on fields relating specifically to these Wave Activity types. Campaign fields: User Guide 17-3

191 Chapter 17 Field Campaign Name Type Anchor Date Ends On Start End Status Group Description Name of the campaign. Drip marketing campaigns only. Set the drip marketing campaign type to one of the following: Anchor - wave activities are carried out relative to this date (before and after). For example, a product launch. Duration - wave activities are carried out in response to other actions. For example, 1 day after a recipient opened and clicked an initial , they receive a "tips and tricks" newsletter. Calendar - wave activities are carried out on specific dates. For example, scheduled quarterly newsletters. Drip marketing campaigns only, where the type is set to Anchor. Enter the date around which the wave activities should be based. Drip marketing campaigns only, where the type is set to Duration. Enter the date beyond which wave activities should not be carried out (even if the other criteria are met). Start date of the campaign. End date of the campaign. Must be on or after the campaign start date. Not available for Drip marketing campaigns, where the Type is set to Duration. Status of the campaign. For example, Active, Canceled, Finished, Pending. Read-only for Drip marketing campaigns. Drip marketing campaigns only. The group (recipients) is set at the Campaign level only (not per Wave Activity). This is because subsequent wave activities or stages are based on filtered criteria from the original group. Note: The group must include an address field and at least one recipient. For more information on creating groups please refer to Groups (page 16-1) Sage CRM

192 Chapter 17: Campaign management Field Get From Campaign Budget Actual Cost Description Drip marketing campaigns only. If the group is based on a source view which contains more than one field, you can select the one you want to use from the Get Address From field. Total budget for the campaign. Actual cost of the campaign. Calculated field (read-only), based on the Actual Cost values entered against each Wave Activity. This table explains the standard fields on the Wave page. Field Wave Name Start End Status Wave Budget Description Name of the wave. Start date of the wave. Must be on or after the campaign start date. End date of the wave. Must be on or after the wave start date. Status of the wave. Total budget for this wave. Actual Cost Actual cost of the wave. Calculated field (read-only), based on the Actual Cost values entered against each Wave Activity. This table explains the standard fields on the Wave Activity page. Field WaveActivityName Description Name of the wave activity. User Guide 17-5

193 Chapter 17 Field Status Type Details Start End Group Activity Budget Actual Cost Description Status of the wave activity. For example, Pending, Active, Canceled, Finished. Type of wave activity. For example, Internal Telesales. This determines which workflow actions are displayed to the campaign manager if Internal Telesales is selected, the workflow action Schedule Telesales is available.the full list of action types is described Campaign wave activity action types (page 17-6). A short description of the wave activity. Start date of the wave activity. Must be on or after the wave start date. End date of the wave activity. Must be on or after the wave activity start date. The group to be used for this wave activity. Not available for Drip marketing wave activities. Required for E-marketing wave activities. The group for E-marketing wave activities must be based on a source view which includes an address field, and must include at least one recipient. If you have not yet created a group for the E- marketing wave activity, you can do this either from My CRM Groups, or from the New Group button in Step 3 of the New E-marketing Campaign Wizard. For other wave activity types, this can be left blank if you have not yet created the group, but it must be completed before clicking the workflow action. Please refer to Creating a group from the Groups tab (page 16-2) for more information. Total budget for this wave activity. Actual cost of the wave activity. Campaign wave activity action types User Requirement: Information Manager rights Campaign Management workflow must be turned on for you to see the workflow buttons Sage CRM

194 Chapter 17: Campaign management Action Outbound Call External Mail Merge External Telesales Description Displays the workflow button Create Call List. This gives selected users or teams access to a list of contacts to call, using the outbound call handling features. Displays the workflow button Create File For External Use. This initiates the export of the selected Group for this Wave Activity to a *.CSV or text file. This can be sent to a mailing house for processing. Displays the workflow button Create File for External Use. This initiates the export of the selected Group for this Wave Activity to a *.CSV or text file. This can be sent to, for example, a telesales agency for processing. Internal Mail Merge Drip Marketing Call List Drip Marketing E- mail E-marketing Displays the workflow button Do Mass Mail Merge. This initiates the mail merge process. Sets up an outbound call list once the criteria for the drip campaign stage are met. Drip Marketing Call Lists can only be set up within a Drip Marketing campaign. The first wave activity in a Drip Marketing campaign cannot be a Drip Marketing Call List - it must be a Drip Marketing . Sends out an once the criteria for the drip campaign stage are met. Drip marketing s can only be set up within a Drip Marketing campaign. The first wave activity of a Drip Marketing campaign must be a Drip Marketing wave activity. Sends out an blast on the set date and time, or sends to the queue for immediate processing. If you're adding the E-marketing wave activity to a standard campaign, the associated campaign can only be accessed from the E-marketing tab in the future. User Guide 17-7

195 Chapter 17 Action Internal Telesales Other Description Displays the workflow button Schedule Telesales. This displays the New Task scheduling page, which allows the scheduling of calls among a selected number of users. Does not have an associated workflow button. Can be used for, for example, a print advertising phase of the campaign. Cloning a campaign You can clone all campaigns (normal and E-marketing). 1. Click Marketing Campaigns or Marketing E-marketing, and click a campaign. 2. Click Clone Campaign. 3. Give the campaign a new name, and select the new start date. 4. Click Save. The start dates for the waves and wave activities automatically adjust to the same offset as the original campaign, based on the new campaign start date. To launch cloned drip marketing campaigns, click Launch Drip Marketing Campaign from the Campaign Summary page. E-marketing activities must be edited after cloning to become active. Performing an internal mail merge User Requirement: Information Manager rights These steps merge the group members with a document template. The steps assume you've already set up a Internal Mail Merge wave activity and a document template. And that the Campaign workflow is switched on for your campaign. 1. Click Marketing on the Main menu and click the Campaign List tab. 2. Open a campaign and click the Do Mass Mail Merge workflow button. 3. Select the group you want to merge with and click Save. A list of shared templates is displayed. 4. Select the template you want to use and make any required changes to the template. To insert Sage CRM merge fields, select them from Insert Sage CRM Field. 5. Click Merge and Continue to perform the merge. 6. When the merge is complete, click the paperclip icon to view the merged document, or click Continue. If you don't want to save the merged document as a communication, deselect Create Communication. 7. Complete the relevant fields in the Details and Scheduling panels on the Save Merged Document as a Communication page and click Save. The Wave Activity Summary page is displayed, with Status set to Actions Completed Sage CRM

196 Chapter 17: Campaign management Scheduling an internal telesales activity User Requirement: Information Manager rights To schedule follow-up calls for the marketing team: 1. Click Wave Activity. 2. Click the Schedule Telesales workflow button. 3. Select the group and click Save. The New Task page is displayed with special scheduling options to distribute the calls among your marketing team. 4. Select the team members who will perform the calls from the list of users. 5. Set the start date and time from the calendar and time fields. 6. Use the Scheduling Options to set the maximum number of calls per day. If the Round Robin Broker Rule is selected, the number of calls per day is the maximum number of calls distributed evenly per user per day. If the Queue Broker Rule is selected, the number of calls per day will be the maximum number of calls distributed per day to the selected team. The Queue Broker Rule can only be used if a Team has been selected. If the Distribute Among Team Users is checked, the calls is distributed among all users whose Primary Team is equal to the selected Team. 7. Select the Internal Actions option in the Parent Category field. This field stores the static list of recipients for this particular phone follow-up in Key Attribute Data. 8. Click Save. 9. To see the full list of calls that have just been scheduled, click the Communications tab within this Wave Activity summary. The Marketing team can now work through the follow-up calls from their respective calendars, and select the relevant response code as they complete each call. Setting up new response codes User Requirement: Information Manager rights A standard set of response codes is supplied with a standard installation. The standard response codes are Good, Bad, Indifferent, or None. These can be captured against any communication which is linked to a campaign. For example, when you schedule follow-up calls for a mail shot linked to a campaign, you can add a response code at the end of the telephone call. When all calls are completed, you can create a group based on people who responded in a certain way. User Guide 17-9

197 Chapter 17 Communication with Campaign Response Codes You can define new response codes for each campaign, or even for each Wave Activity within a campaign. Response codes defined at the Wave Activity level apply to all communications linked to that Wave Activity. If no response codes have been defined at the Wave Activity level, then those defined at the Campaign level will apply to the associated communications. If you do not define any new response codes, the standard CRM response codes are available. This section shows you how to create new response codes customized to a particular Wave Activity. If the set of data to be collected during a campaign wave activity is more complex, you should use Key Attribute Profiling and Outbound Call Handling instead. Response codes are suitable for a single expected outcome of a campaign wave activity. For example, for a Follow-up Call Wave Activity, the following response codes are required: A - Purchase within 3-6 months B - Purchase within 6-12 months C - Purchase decision >12 months D - No Interest To set up a new Response Code: 1. Click Marketing. 2. Click the campaign in which you want to set up the response codes. Make sure you're viewing the expanded campaign page (click Show Wave Activities if it is visible) and can see the wave activities in the campaign Sage CRM

198 Chapter 17: Campaign management 3. Click the wave activity in which you want to set up the response codes. The Wave Activity Summary page is displayed. 4. Click Response Setup. 5. Add a code name (as it should appear to the user) in the Add Translation field, for example, 3-6 Months. 6. Add a short code for the response code, for example A Click Add. 8. Continue adding the rest of the codes and translations. 9. When you have added all of the codes you need, click Save. You can verify that the codes have been set up correctly by linking an existing communication to this Wave Activity. The list of responses you created should appear in the Response Type field list. Note: If you delete or change a response code in the middle of a campaign, any communications that are already linked to the old response code remain linked to the old code. However, the next time a user links a code to a communication, they will only be able to choose from the new list of codes. Creating a new group based on responses to follow-up calls User Requirement: Information Manager rights 1. Click Marketing. 2. Navigate to the Wave Activity. 3. Click Create New Group. 4. Click the Wave Activity and Response Type to base the new group on, and enter a description of the group. For example, the wave activity can be Flyer Follow-up Call, and the response Type can be 3-6 Months. 5. Click Preview List to review the new group. 6. Click Save. Find out more about groups based on responses to follow-up calls in: Exporting a group (page 17-11) Exporting a group User Requirement: Information Manager rights This step assumes you've already set up a External Mail Merge wave activity and a document template.this step also assumes that the Campaign workflow is switched on for your campaign. 1. Select a wave activity with an External Mail Merge type. 2. Click Create File For External Use. 3. Confirm the group to be exported from Group. 4. Click Save. If the output file already exists, it's overwritten with no warning. 5. Select Spreadsheet (CSV). The list of contacts is displayed in spreadsheet format in a new window. User Guide 17-11

199 Chapter Complete the communication and export details and click Save. This allows a record to be kept against the wave activity and each person in the group. You can view the link to the exported group from My CRM Shared Documents. 7. Once the wave activities are completed, click Completed to change the status of the wave activities. You can also update the actual cost of the wave activities and the wave status. Setting up outbound call handling User Requirement: Information Manager rights Setting up Outbound Call Handling for a campaign involves: Creating an Outbound Call wave activity. Creating a Outbound Call list. Find out more about outbound call handling in: Creating an outbound call wave activity Outbound call fields Creating the outbound call list Refreshing the outbound call list Reallocating calls Setting up Key Attribute Profiling Data on the Call Handling screen Creating an outbound call wave activity User Requirement: Information Manager rights When you run the outbound call list, it displays the introductory message that the customer service representative will say when talking with the customer. Merge fields can be used in this introductory text (for example, #pers_firstname#) so that the introductory text can be specific to the person you're making the call to. Call lists are associated with campaign wave activities and are set up from the Wave Activity page by selecting the Wave Activity Type Outbound Call. When this Type is selected, two new panels are displayed to add the Outbound Call details, and associated workflow buttons to schedule the calls are displayed when the page is saved. These steps assume you have already set up a campaign and campaign waves. 1. Click Marketing, then the Campaign List tab. 2. Click a campaign. 3. Click a wave. 4. Click New Wave Activity. 5. Type in the Wave Activity Name and click Outbound Call from the Type field. The Wave Activity page expands to display additional panels. 6. Enter the details on the Wave Activity page and click Save. Outbound call fields User Requirement: Information Manager rights Sage CRM

200 Chapter 17: Campaign management The Wave Activity panel fields are described in Campaign, wave and wave activity fields (page 17-3). The table below explains the fields on the remaining panels of the Outbound Call Wave Activity. Field Team Introduction Contact Introduction Daily Call Target Category Group Users Priority Subject Communication Details Description Gives access to the Outbound Call list to all users, whose primary team is the same as the team selected in this field. This is not a required field, and if desired, only individual users can be given access to the Outbound Call list by leaving this field blank and adding users in the Users field described below. General greeting or introduction guideline. This can include merge fields, such as #pers_firstname#. Greeting or introduction once you get through to the correct contact person.this can include merge fields, such as #user_firstname#. Target level of daily calls for the Outbound Call list. This is also displayed to the user from the Call Handling page. Link to Key Attribute Category Group. Key Attribute Data set up by the System Administrator can be made available to the end user from the Call Handling page. Users who have rights to access the Outbound Call list from My CRM. Any user can be given access to the call list even if they have a different primary team from the one defined in the team field above. Priority of the communication that is automatically created when a user reaches the contact. Subject of the communication. This can include merge fields such as #pers_firstname#. Default Details of the communication. Wave Items Communications Team Default Team of the communication. User Guide 17-13

201 Chapter 17 Field Territory Send on Description Default security territory of the communication. Drip Marketing Call Lists only. When the call list should be scheduled. Options vary depending on the Drip Marketing Campaign Type selected (Anchor, Calendar, or Duration). Anchor - select the number of days/weeks/months before/after the anchor date at a specified time. Calendar - send on a specified date/time. Duration - specify the number of days after the contact is added to the campaign, that the call list should be started.this is the number of days after the contact has become a member of the recipient list - for example, 1 day after they opened and clicked the first they were sent (if Sent To "Contacts from previous stages, matching Response Clicked A Link" was selected). Send to Drip Marketing Call Lists only. Who should be called. Select from: All Contacts in Drip Marketing List Contacts from previous stages, matching response (one or more can be selected): Opened, No Clicks, Clicked a Link, or Unopened. This option is disabled for the first Drip Marketing wave activity of the campaign. From Stage - select a specific previous stage. Notification Drip Marketing Call Lists only. Choose if you want an notification, sent from Swiftpage, a number of days before the stage is executed. Creating the outbound call list User Requirement: Information Manager rights 1. Click the Create Call List workflow button. The Progress Wave Activity page is displayed. 2. Select the Group that the Outbound Call list will be created for. 3. Click Save. The Outbound Call Summary page is displayed. For each person in the group, a record is created in the List of Calls table. This list of customers is used by the system when Sage CRM

202 Chapter 17: Campaign management the agent requests the next call. All details related to the calling of that customer will be saved in the List of Calls table (for example, comments or call attempts). To check that the call list has been created, log on as one of the users who has access to the Outbound Call list and check the My CRM Outbound Calls Lists tab. Refreshing the outbound call list User Requirement: Information Manager rights If new contacts who meet the selection criteria are added to the database after you've created the initial call list, you can refresh the list to add these new contacts to the list. 1. From the Outbound Call Summary page, click Refresh Call List. 2. Click the Group that the call list should be refreshed against. 3. Click Save. Reallocating calls User Requirement: Information Manager rights Calls on the call list are not usually allocated to individual agents (users). Calls are pre-allocated to a user if they have successfully reached a person on the list, and there are other people working at the same company still to call. In this case, these calls are pre-allocated to the user who made the first contact. A campaign manager can reallocate these pre-allocated calls to another agent from the Marketing Outbound Call Summary page. 1. Click Reallocate Calls. 2. Select the users to reallocate the calls from and to and click Save. The Reallocate Calls From Users list displays all users who have pre-allocated calls. The Reallocate Calls To Users list displays all users whose primary team is the same as the Reallocate Calls From user. Setting up key attribute profiling data on the Call Handling screen User Requirement: Information Manager rights To collect information during the outbound call, the marketing manager or system administrator can set up Key Attribute Profiling data and link it to the call handling screen. This can be used for reporting and future group selections. Example: Seminar attendance Outbound Call wave activity This example assumes the following data needs to be collected, and has already been set up in the Key Attributes Categories list. User Guide 17-15

203 Chapter 17 Categories page Question Received Invitation Answer (s) Yes No Attending Seminar Yes No Reason for not attending Time Budget Not Relevant Other Interested as Partner Prospect Journalist Comments Text To set up the Call Handling category group for Seminar Attendance data: 1. From Administration Advanced Customization Key Attributes, click the Category Groups tab. 2. Select Call Handling Category Groups from the list Sage CRM

204 Chapter 17: Campaign management 3. Click New. 4. Fill in the necessary details.the fields are described in the table below. Field Name Description Key Attribute Categories Search String Field Search? Categories Within Group Related Entity Question Preview Description Name of the category group, for example Seminar Response. Longer description of the category group. Highlights the categories to appear on the call handling screen, and click Add to move them to the Categories Within Group list. Lets you search the Key Attribute Categories list. Extends the search to fields within categories. Displays the categories you have selected from the Key Attribute Categories list. To change the order, use the arrow buttons. Stores the call handling data against an entity for example, Person, Company, Communication. Select an entity from this list. Prefixes the Key Attribute Data on the Call Handling screen with Question text. If this is left blank, then the category name is displayed against the Key Attribute Data. Displays the selected categories and all of their "children". 5. Click Save. 6. To link the category group to an Outbound Call wave activity, click Marketing and navigate to the Campaign Wave Activity for which you want to collect data. 7. Click a wave activity. 8. Click Change. 9. Click the category group from the Category Group field. 10. Click Save. To view and collect key attribute profiling data, go to My CRM Outbound Call Lists and click the Outbound Call wave activity that you linked the Category Group to. When you Get a Call and click Got Through, the key attribute data is displayed. User Guide 17-17

205 Chapter 17 The data collected is stored against the entity selected during the Call Handling Category Group setup. For example, if you selected Communications, it is stored with the communication which is created upon completion of the call. You can use this data for reporting, group generation, etc. If you want the data collected during the call to be visible to the end user from, for example, an additional tab within the Communication tab group, you need to set up a General Category Group for the key attribute data. Then, in the usual way, use the Key Attributes action to set up a new tab and link the tab to this Category Group. You can also restrict this tab to only appear for the relevant Outbound Call wave activity by adding an SQL statement on the tab. For more information on adding key attribute profiling data to tabs, please refer to "Key Attribute Profiling" in the System Administrator Help. For more information on Tab Customization, please refer to "Tab Customization" in the System Administrator Help. Reporting on opportunities generated through campaigns User Requirement: Information Manager rights In the context of a campaign, the Report tab displays a running status of the success of the campaign. Opportunities generated as a result of this campaign should be linked to the relevant wave activity via the Wave Activity field on the Opportunity record. To measure other types of information about the campaign, click Report to create or use existing reports. Setting up an E-marketing campaign User Requirement: Info Manager Administration Rights and E-marketing enabled. Before you start, make sure that: Your E-marketing Administrator has enabled you for E-marketing. Check that you have access to the E-marketing action button (New E-marketing Campaign) from Marketing E- marketing. You have completed the address verification with Swiftpage. Check your Junk or Spam folder if you have not received it yet. You have access to the Internet. This allows communication between Sage CRM and Swiftpage. To set up an E-marketing campaign: 1. Click Marketing E-marketing, and click New E-marketing Campaign. All the fields on the Campaign, Wave, and Wave Activity panels are described in Campaign, wave and wave activity fields (page 17-3). 2. Complete the necessary fields, and click Next until you have reached the New E-marketing Campaign Step 3 of 3 page. 3. Complete the E-marketing fields. These are described in E-marketing Fields (page 17-19). You can Preview Recipients to review who will receive the Click Save & Send. If you have not put a date/time in the Schedule Mail field, the blast is sent to the queue for immediate processing. An E-marketing communication is created for the user and can be viewed from My Sage CRM

206 Chapter 17: Campaign management CRM Calendar. Once results have been synchronized back to CRM from Swiftpage, the communication status is updated to Complete, and the Communication record is displayed in the Communications tab of each recipient. Swiftpage also sends an notification including statistics on the number of s sent, bounced, and failed. Once a E-marketing wave activity is completed, and the information is synchronized back to Sage CRM from Swiftpage, a status banner is displayed at the top of the wave activity. 5. Click Continue to return to the E-marketing Wave Summary page. From here you can add more wave activities to the same campaign wave. Creating an E-marketing User Requirement: Info Manager Administration Rights and E-marketing enabled. You can create an E-marketing in a number of ways: In Step 3 of the E-marketing Campaign wizard. See Setting up an E-marketing campaign (page 17-18). By clicking New E-marketing from My CRM Groups. See Sending E-marketing s to groups (page 16-16). By adding an E-marketing wave activity to an existing E-marketing or normal campaign. See below. To create an E-marketing 1. From either Marketing Campaign List or Marketing E-marketing, click a campaign. Note: If you're adding the E-marketing wave activity to a standard campaign, the associated campaign can only be accessed from the E-marketing tab in the future. Click Cancel if you do not want to proceed. 2. Drill down to a campaign wave, and click New Wave Activity. 3. Complete the Wave Activity Fields, making sure that the Type is set to E-marketing Complete the E-marketing fields. These are described in E-marketing Fields (page 17-19). You can click Preview Recipients to review the people who will receive the Click Save & Send. If you have not put a date/time in the Schedule Mail field, the blast gets sent to the queue for immediate processing. An E-marketing communication is created for the user and can be viewed from My CRM Calendar. Once results have been synchronized back to CRM from Swiftpage, the communication status is updated to Complete, and the communication record is displayed in the Communications tab of each recipient. An notification is also sent from Swiftpage including statistics on the number of s sent, bounced, and failed. 6. Click Continue to return to the E-marketing Wave Summary page. From here you can add more wave activities to the same campaign wave. For example, this could be another E- marketing or any other standard wave activity types. E-marketing Fields User Requirement: Info Manager Administration Rights and E-marketing enabled User Guide 17-19

207 Chapter 17 Field Subject Description The subject line for the . The following special characters must not be used in this field: ^ { } [ ] ~ / < > Send As Choose from a drop-down of enabled and verified E- marketing users. You can select active or inactive E- marketing users to send the from. The is sent from the address associated with the selected user. Group (Recipients) Get Address From Template View/Edit Template Select from a list of all groups you have access to - for example a mix of your own private groups, and those made available to all users. If you have not yet created a group for the E-marketing wave activity, you can do this either from My CRM Groups, or from the New Group button in Step 3 of the New E-marketing Campaign Wizard. Select the source of the address. All addresses included in the view, used to create the group, are displayed for selection. For example, if you have a group based on the Company Group view, you can choose between the Person's Business or the Company's Business address to send the to. Select from a list of global and local templates available in the Swiftpage Template Manager. If you want to upload a custom template to use in the E- marketing , go to E-marketing Edit Templates first. Once uploaded, the custom template displays in the list. See Editing E-marketing Templates (page 17-24) for more information. Allows you to preview and edit the template in the Swiftpage Template Manager Sage CRM

208 Chapter 17: Campaign management Field Personal Message Schedule Mail Description A short block of text specific to this wave activity, which can be added as a merge field to an template. This means that you can reuse the same template for a number of wave activities. For example "Get the Early Bird Rate" in the first wave activity, and "Last chance for the Early Bird Rate" in the next wave activity. The following special characters must not be used in this text: ^ { } [ ] ~ / < > Set the date and time to send the blast, or leave blank to send to the queue for immediate processing. Setting up a drip marketing campaign User Requirement: Info Manager Administration Rights and E-marketing enabled. Before you start, make sure that: Your E-marketing Administrator has enabled you for Drip Marketing - check that you have access to the New Drip Marketing Campaign action button from Marketing E-marketing. You've completed the address verification with Swiftpage - once the E-marketing Administrator enables you for E-marketing, an automated verification is sent to you. Check your Junk or Spam folder if you have not received it yet. You've access to the Internet as communication between Sage CRM and Swiftpage is required for the E-marketing features to work. This is carried out over the Internet. To set up a Drip Marketing campaign: 1. Click Marketing E-marketing, and click the New Drip Marketing Campaign action button. All the fields on the Campaign, Wave, and Wave Activity panels are described in Campaign, wave and wave activity fields (page 17-3). Note: The Group is set at campaign level only for drip marketing campaigns. All drip marketing wave activities work from variations on the initial group set up for the campaign. For example, you can set it up so that all recipients who opened and clicked into the first automatically get added to the next stage, which may be a drip marketing call list activity. 2. Complete the Campaign fields in New Drip Marketing Campaign, Step 1 of Click Continue. 4. Complete the Wave fields in New E-marketing Campaign, Step 2 of Click Continue. 6. Complete the Wave Activity fields in New E-marketing Campaign, Step 3 of 3. Note: The first wave activity of a Drip Marketing campaign must be a Drip Marketing Complete the Drip Marketing fields. These are described in Drip Marketing Fields (page 17-22). User Guide 17-21

209 Chapter Click Preview Recipients to review the people who will receive the Click Save & Send to complete Step 3. The Drip Marketing Activity Summary page is displayed. 10. Click Continue to return to the Drip Marketing Wave Summary page. From here you can add more wave activities to the same campaign wave. For example, this could be another Drip Marketing , or any other standard wave activity types. Note: Standard wave activity types can use their own Groups, even if they are set up within Drip Marketing campaigns. They are executed separately by user-driven workflow, rather than Drip Marketing automation. 11. When you're ready to start the Drip Marketing campaign, click the Launch Drip Marketing Campaign action button from the E-marketing Campaign Summary page. No changes can be made to the campaign once it has been launched. If you need to make changes, for example, to add another wave activity, click Suspend Drip Marketing Campaign. Creating a Drip Marketing User Requirement: Info Manager Administration Rights and E-marketing enabled. You can create a drip marketing In Step 3 of the Drip Marketing Campaign wizard. See Setting up a drip marketing campaign (page 17-21). By adding a Drip Marketing wave activity to an existing Drip Marketing campaign. See below. To create a Drip Marketing wave activity: 1. Click Marketing E-marketing, click an existing drip campaign. Note: A drip marketing wave activity can only be set up as part of a drip marketing campaign. 2. Drill down to a campaign wave, and click New Wave Activity. 3. Complete the Wave Activity Fields, making sure that the Type is set to Drip Marketing E- mail. 4. Complete the Drip Marketing fields. These are described in Drip Marketing Fields (page 17-22). 5. Click Save. A Drip Campaign communication is created for the user and can be viewed from My CRM Calendar. Once the has been sent by Swiftpage, the communication status is updated to Complete, and the communication record is displayed in the Communications tab of each recipient. 6. Click Continue to return to the Drip Marketing Wave Summary page. From here you can add more wave activities to the same campaign wave. For example, this could be another Drip Marketing or any other standard wave activity type. Drip Marketing Fields User Requirement: Info Manager Administration Rights and E-marketing enabled Sage CRM

210 Chapter 17: Campaign management Field Subject Template View/Edit Template Personal Message Description The subject line for the . Special characters must not be used in the Subject line. Select from a list of global and local templates available in the Swiftpage Template Manager. If you want to upload a custom template to use in the Drip Marketing , go to E-marketing Edit Templates first. Once uploaded, the custom template displays in the list. See Editing E-marketing Templates (page 17-24) for more information. Allows you to preview and edit the template in the Swiftpage Template Manager. Add a personalized introduction to the . Send On When the should be sent. Options vary depending on the Drip Marketing Campaign Type selected (Anchor, Calendar, or Duration). Anchor - select the number of days/weeks/months before/after the anchor date at a specified time. Calendar - send on a specified date/time. Duration - specify the number of days after the contact is added to the campaign, that the should be sent out. If this is the first wave activity, this is the number of days after the drip launch. If it is a later stage in the campaign, then it is the number of days after the contact has become a member of the recipient list - for example, 1 day after they opened and clicked the first (if Sent To "Contacts from previous stages, matching Response Clicked A Link" was selected). User Guide 17-23

211 Chapter 17 Field Send To Description Who the should be sent to. Select from: All Contacts in Drip Marketing List Contacts from previous stages, matching response (one or more can be selected): Opened, No Clicks, Clicked a Link, or Unopened. This option is disabled for the first Drip Marketing wave activity of the campaign. From Stage - select a specific previous stage. This option is disabled for the first Drip Marketing wave activity of the campaign. Notification Choose if you want an notification, sent from Swiftpage, a number of days before the stage is executed. Creating a Drip Marketing Call List User Requirement: Info Manager Administration Rights and E-marketing enabled. 1. Click Marketing E-marketing, click an existing drip campaign. Note: A drip marketing wave activity can only be set up as part of a drip marketing campaign. 2. Drill down to a campaign wave, and click New Wave Activity. 3. Complete the Wave Activity Fields, making sure that the Type is set to Drip Marketing Call List. 4. Complete the Drip Marketing Call List fields. These are described in Outbound call fields (page 17-12). You must assign either a team, or one or more users, to carry out the Drip Marketing Call List wave activity. 5. Click Save. A Drip Campaign communication is created for the user and can be viewed from My CRM Calendar. Once the has been sent by Swiftpage, the communication status is updated to Complete, and the communication record is displayed in the Communications tab of each recipient. 6. Click Continue to return to the Drip Marketing Wave Summary page. From here you can add more wave activities to the same campaign wave. For example, this could be a Drip Marketing , another Drip Marketing call list, or any other standard wave activity type. Editing E-marketing Templates User Requirement: Info Manager Administration Rights and E-marketing enabled. You can edit existing, and add new templates from either of the following areas: Sage CRM

212 Chapter 17: Campaign management Marketing E-Marketing Edit Templates Selecting View/Edit Template within an E-marketing or Drip Marketing wave activity. Both routes take you to the Swiftpage Template Manager. From here you can: Upload custom templates Store referenced graphics Share templates with other E-marketing users Insert merge fields into standard templates. The standard merge fields available include: Template Editor Merge Field Personal Message Address First Name Last Name Phone Business Suffix Company CRM Personal message entered in Wave Activity. E-marketing user's address. Person (recipient) first name. Person (recipient) last name. Person (recipient) full phone number. Person (recipient) suffix. For example, PhD, MD. Company name of the recipient. You can also use any CRM field name, which has been included in the Group Contents, of the group that the e-marketing is going out to. The field name must be enclosed in double square brackets, for example, [[pers_title]]. Click the help button within Swiftpage for further assistance. Analyzing E-marketing Campaigns User Requirement: Info Manager Administration Rights and E-marketing enabled. The E-marketing Analysis tab is displayed in the context of Campaigns and Wave Activities, and shows results from E-marketing s and Drip Marketing s. In the Wave Activity context you can drill down on individual reports, for example, Open & Clicks, and export them to Excel, or create a new group of recipients from the report results. Note: The results are updated nightly (03:00 Mountain Time - GMT -6 hrs/-7 hrs) with information pulled from Swiftpage. To view E-marketing analysis data at the Wave Activity level: User Guide 17-25

213 Chapter From the E-marketing Wave Activity Summary tab, switch to the E-marketing Wave Activity Analysis tab. The top panel shows a summary of the results, the bottom panel provides hyperlinks to analysis reports. The tables below explain the columns and reports. 2. Click a report, for example, the Open & Clicks report. A list of recipients meeting the report criteria is displayed. 3. From the report results you can Create New Group, Export To Excel, or Export To PDF. You can use the filter box on the right-hand side of the screen to narrow the list. For example, recipients where the number of clicks is greater than 2 - and then base your new group of the filtered list. 4. Click Continue to return to the Analysis tab. E-Marketing Results Summary Columns Column Subject Submitted Sent Unsent Bounced Unique Opens Unique Clicks Description Subject of the E-marketing or Drip . Click to open the Wave Activity Summary page. The number of s that were submitted for sending (the number of the recipients in the group). The number of s actually sent (submitted minus duplicate, invalid, or opted out addresses). The number of s that were not sent due to duplicate, invalid, or opted out addresses. The number of s that bounced back due to invalid addresses or domain names. Note: When an bounces back three times from the same address within a 60-day period, the fourth and further times that the same address is blasted, the does not go out, and is counted as Unsent. The number of individuals, who opened the , regardless of how many times they opened it. The number of individuals, who clicked on any link in the . An individual can only count once per link within an . Total Clicks The total number of times any of the links were clicked on within any of the s sent out. An individual's clicks on a link counts more than once Sage CRM

214 Chapter 17: Campaign management E-marketing Results Analysis Reports Report Open & Clicks Description For each recipient, shows the: Time they first opened the Number of times they opened the Number of times they clicked on a link Unique Opens By Time Unique Opens By Opens By E- mail Opens By Time Unique Clicks By Link Unique Clicks By Clicks By Link Unopened Bounced Unsent Shows the: Local time stamp of the first time that the recipient opened the Number of times they opened the The report is sorted by the local time column. Shows the number of times each recipient opened the , sorted by address. Shows the local time that the was opened, sorted by address. Shows the local time that the was opened, sorted by opened time. Shows the address of each link in the , and the address of the recipient who clicked on it, sorted by link. Shows the number of times each link was clicked on, sorted by address. Shows the first click and total number of clicks for each link, sorted by address. Shows a list of recipients where the remained unopened. Shows a list of recipients where the bounced. Shows a list of recipients where the was unsent and a reason (supplied by Swiftpage). User Guide 17-27

215 Chapter 17 Working with the E-marketing User Profile Tab The E-marketing User Profile Tab is accessed from My CRM E-marketing User Profile. You can view the user information associated with your E-marketing account from this area. You can also edit some of the details, for example, the address associated with your E-marketing user profile (your "Send From" address). To edit your E-marketing User Profile: 1. Click My CRM E-marketing User Profile, and click Change. 2. Update the details, for example, your address. 3. Click Save. If you change the address, the verification is automatically resent. 4. Go to your inbox and click the verification link to complete the change. You can click the Resend Verification button if you delete the first by mistake before completing the verification process. Note: The Drip Marketing User check box on the E-marketing User Profile Tab is not currently available Sage CRM

216 Chapter 18: MailChimp campaigns Chapter 18: MailChimp campaigns What is a MailChimp campaign? Adhering to anti-spam regulations Logging on to MailChimp Adding contacts to a MailChimp list Creating a MailChimp campaign Deleting a MailChimp campaign Viewing MailChimp campaign results What is a MailChimp campaign? User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns MailChimp campaigns let you send automated s to groups of contacts straight from Sage CRM. You can build campaigns using predefined templates or create a new template from scratch. Once you've kicked off a MailChimp campaign, you can view how recipients have interacted with the campaign s so you can follow up with appropriate actions. Adhering to anti-spam regulation Working with MailChimp campaigns, even on a trial account, requires strict adherence to anti-spam laws. You must ensure you comply with the US CAN-SPAM Act and your own regional anti-spam regulations. The essence of most regulations is that: recipients must subscribe to receive s from your company. You clearly identify yourself. You make it easy for recipients to unsubscribe from your campaign lists. Useful guidelines and links from MailChimp can be found here: MailChimp updates Sage CRM automatically every night to remove unsubscribed users. Logging on to MailChimp User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns Before you can start working with MailChimp from Sage CRM, you must log on to your MailChimp account. If you don't have an account, contact your System Administrator. 1. Go to the MailChimp logon page at 2. Enter your username and password. User Guide 18-1

217 Chapter Select Stay logged in. 4. Click Log In. Adding contacts to a MailChimp list User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns Before you set up a MailChimp campaign, you must first create a group of contacts that you want to send campaign s to and upload the group to the existing MailChimp list. It's easy to add groups of contacts directly from Sage CRM to MailChimp. 1. Click My CRM Groups and open a group of companies, people, or leads. Make any updates to this group that you might need. 2. Alternatively, create a new group. 3. The group must include an column. If this column is missing, the Send to MailChimp button doesn't appear. In addition, each contact in the group must have a valid address. If a contact doesn't have an address, it won't be added to the MailChimp list. 4. Click Send to MailChimp. Creating a MailChimp campaign User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns Before you set up a MailChimp campaign, ensure you've set up the group of recipients you want to use in the campaign and have added the group to the existing MailChimp list. You must also be connected to the Internet and have logged on to your MailChimp account. 1. Click My CRM MailChimp Campaigns and click New. 2. Enter the campaign details. Enter the campaign name in Name. Specify the address from which campaign s are sent in From Address. Enter the sender's name that appears on campaign s in From Name. Choose the group to which campaign s are sent in Segment. 3. Click Create Campaign. MailChimp opens in a new browser window. If it doesn't open, ensure pop ups aren't blocked in your browser. Complete the following steps in MailChimp. 1. Check that your campaign details are correct. Click Next. 2. Choose a template and add the image and content that you want to include. Click Save and Close. 3. Click Next and confirm that all elements in your template are correct. If there's a problem click Resolve to fix it. If you want to make a change to any element, click Edit Sage CRM

218 Chapter 18: MailChimp campaigns 4. Save, schedule or send your campaign. To send the straight way, click Send and Send Now. To save the and schedule a time to send it, click Schedule. Specify the delivery options and click Schedule Campaign. To save the and return to Sage CRM, click Save and Exit at the top of the screen. When you're ready to send it, open the campaign in Sage CRM and click Send MailChimp Campaign. There are three types of MailChimp pricing plan. On the free plan, you can send 12,000 s to 2,000 subscribers per month. If you go over this number of s or subscribers, an error message appears when you try to send a campaign. If you've too many subscribers, you can delete contacts from the MailChimp list. Alternatively, contact your System Administrator to upgrade to a paid plan. Deleting a MailChimp campaign User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns You can delete a MailChimp campaign from Sage CRM. When you delete a campaign, the campaign records remain in MailChimp. 1. Click My CRM MailChimp Campaigns. 2. Click the campaign hyperlink. 3. Click Delete. Viewing MailChimp campaign results User Requirement: Your System Administrator must grant you rights to use MailChimp campaigns Every hour, data from all campaigns is automatically synchronized from MailChimp to Sage CRM so you can see updated statistics about recipient interaction with your campaign s. 1. Click My CRM MailChimp Campaigns. 2. Click a campaign hyperlink. Statistics about this campaign are displayed in the MailChimp Campaign Results panel. 3. To manually synchronize the data for this campaign, click Refresh. 4. Click a hyperlink to view more detailed information about any of these statistics. See the table below for an explanation of each statistic. 5. To create a contact group based on the recipients in a statistic group, click Create New Group. You can create a dynamic or a static group. You can apply follow up actions to this group as appropriate to make your campaign even more targeted and relevant. Once you've created this group, you can't edit it. 6. Every night, a communication record is created for each recipient. Click the Communications tab for the relevant company, person, or lead record to view information about the MailChimp campaign that they received. Click the hyperlink to open a copy of the campaign . User Guide 18-3

219 Chapter 18 Statistic Total Opened Total Clicked Bounced Unsubscribed s Sent Unique Opened Unique Clicked Last Opened Description The total number of times that all s were opened. For example, if you send ten s and each recipient opens each five times, the value of Total Opened is 50. The total number of times that all links were clicked. For example, if you send ten s with one link in each and each recipient clicks the link five times, the value of Total Clicked is 50. The number of s that were not successfully sent and bounced. The number of recipients who unsubscribed from your campaign. The total number of s that were sent. The number of individual s that were opened. For example, if you send ten s and each recipient opens each five times, the value of Unique Opened is 10. The number of times an individual link in an was clicked. For example, if you send ten s and each recipient clicks the link five times, the value of of Unique Clicked is 10. The last date on which an was opened Sage CRM

220 Chapter 19: Cases What is a case? Creating a new case Assigning a case to a colleague Progressing a case Solving a case Closing a case Adding a solution to the solutions knowledge base Manually progressing cases Viewing the cases pipeline Running a case report Determining which cases you're working on Deleting a case What is a case? In Sage CRM, a case is a customer service issue. You can capture a customer query in Sage CRM, and track the progress of the problem through to a solution and closure. User Guide 19-1

221 Chapter 19 Solving a Problem: Scenario Creating a new case To raise a customer service issue: 1. Open a Person record. 2. Click their company. 3. Click the Cases tab, and click New. Alternatively, you can right-click or hover over the New menu button and click Case to log a new case. 4. Add as much information as you know at this stage to the case fields Sage CRM

222 Chapter 19: Cases 5. Click Save. Your case has successfully been created. 6. Click Continue. The case is displayed in the list of cases on the Cases tab. Case fields Field Company Person RefId Found In SLA SLA Severity Description Area Source Customer Ref Product Fix In Territory Created By Description Company that the case is with. Main contact person for the case. Automatically generated reference Id for the case. Made up of [User Number] - [Automatic Counter]. Which version of the product the problem was found in. Service Level Agreement. If None is selected, the service level agreement linked to the Company is used as the default to calculate target response and resolution times. Service Level Agreement Severity. Also used to calculate target response and resolution times. For example, Customers on the Gold SLA, should have a response to all High SLA Severity Cases within 30 minutes. Short description of the problem. Area of the product affected by the problem. How the problem came to you. For example, Phone, , Fax. Customer's own reference identifier. Which product the customer has a problem with. Product version that a fix is due to be supplied in. Security territory. For more information, see Territory management (page 4-7). Person the case is logged by. User Guide 19-3

223 Chapter 19 Field Severity Assigned To Stage Status Problem Type Problem Details Description Severity of the case. For example, Normal, Low, High. Person currently responsible for the case. Stage of the case. For example, Logged, Queued, Investigating. Status of the case. For example, In Progress, Closed. Type of problem. For example, Customer knowledge, Missing component. Detailed description of problem. When you save the Case, the following additional fields are displayed in read-only format. They are available for editing on the Progress Case screen at the relevant point in the customer service workflow process. Field Team Solution Type Solution Details Description Team responsible for the case. Type of solution. For example, Replace component, On-Site Engineer. Detailed description of solution. Closed Date the case is closed. This table explains the Case Status icons. Status Icon Description In Progress Closed This table explains the SLA Status icons Sage CRM

224 Chapter 19: Cases SLA Status icon Description The check mark icon indicates that the Case is within the target close time specified in the SLA. The minus sign icon indicates that the Case has reached the warning percent level, set by the System Administrator, without being closed. For example, if the SLA specifies that Medium SLA Severity cases should be closed within 30 hours, and the Warning Percent has been set to 80%, then the yellow minus sign icon is displayed next to all Medium SLA Severity cases if the case is still open after 24 hours. The cross icon indicates that the Case has breached the SLA. Assigning a case to a colleague If your system has Case Workflow enabled, you will see a number of workflow bullets on the righthand side of the Case Summary page. The workflow bullets available to you may vary depending on how the case workflow has been set up and customized to suit your customer service process. To assign a case to a colleague using workflow: 1. From within the context of a logged case, click the Queue workflow bullet. The Progress Case page is displayed. 2. Assign the case to a user using the Assigned To field. 3. Add a tracking note providing additional information. 4. Click Save. 5. Your workflow may be set up to automatically create a follow-up call for your colleague. If not, click the New menu button, and click Task. The Enter New Communication page is displayed. The task is automatically linked to the case in the Relating To field. 6. Complete the communication details, and click Save. The new communication is displayed on the Communications tab within the context of the case. The Tracking tab contains details of the case's progress. The case and the follow-up call are in the My CRM area of the engineer assigned to work on the case. Progressing a case The tech support specialist assigned to a case can access the case and the follow-up call from their My CRM area. They may have even received an on-screen notification or regarding the case. To make the follow-up call and progress the case: User Guide 19-5

225 Chapter Click the My CRM Cases tab. A list of all cases assigned to the current user is displayed. 2. Click the case Status icon. The Summary page of the case is displayed. 3. Select the Investigating workflow bullet. The Progress Case page is displayed. 4. Add a tracking note, and click Save. The Case Summary page is displayed. All changes can be viewed from the Case Tracking tab. The tech support specialist can now complete the task set by his colleague to call the customer back. He can confirm the current status and continue working on a resolution. The Duration column in the Case Tracking tab shows how long the case has spent at each stage in the resolution process. The Duration takes into account the business calendar linked to the SLA. These are defined by the System Administrator. Solving a case Once a tech support specialist is satisfied with a solution, a case can be progressed to the next stage of Solved. This time, when the case is progressed, the Solution Type and Solution Details should be completed. Closing a case The customer confirms that the solution fixes the problem and the case can be closed. The case is progressed through the workflow states of Pass and Regression Pass. The Case stage is automatically set to Confirmed, and the Case status to Closed. The closed date should automatically be filled in. The case is now closed, and moves out of the tech support specialist's Cases list, but it remains as an integral part of the customer history for future reference. Adding a solution to the solutions knowledge base Solutions to cases can be reused for similar queries from customers in the future. Your workflow may be set up to automatically create and publish a new solution based on the one you've found for the case you just solved. If not, you can manually create a new solution, and link it to an existing case and to future cases that may require the same resolution. Manually progressing cases The workflow functionality automates the progression of Cases to follow predefined business processes. If your system doesn't have Case Workflow enabled, then you will notice that the Case workflow bullets on the right-hand side of the Summary page are replaced by a Progress button. This button allows you to manually change details of the opportunity via the Progress Case page. Changes are recorded in the Tracking tab. Viewing the cases pipeline To view a graphical representation of In Progress cases assigned to you, click the My CRM Cases tab Sage CRM

226 Chapter 19: Cases The pipeline shows the number of cases at each stage. Cases are summarized in a list below the pipeline. To filter the list of cases to display only cases at a particular stage, click a pipeline segment. The Stage field is also updated. To view more details about a particular case, click the case link in the list. To toggle back to the full list of cases, click the highlighted segment in the pipeline. To hide the pipeline, click My CRM Preferences and set Show Cases Pipeline to No. Drilling down on the Case pipeline Running a case report Case Summary reports provide a quick overview of a particular customer service issue. 1. Find and open the case you want to generate the report for. 2. From the Case Summary page, click Summary Report. The report is displayed in PDF format. Determining which cases you're working on To find out which cases you're currently working on from within My CRM, click the Cases tab. The list of cases currently assigned to you is displayed. If the list is long and difficult to work with, you can filter it using the filterbox on the right-hand side of the screen. Deleting a case If your security profile allows you to delete cases, a Delete button appears on the Case summary page in edit mode. If you need to delete cases but can't access this button, contact your System Administrator. User Guide 19-7

227 Chapter Find and open the case you want to delete. 2. From the Case Summary page, click Change. 3. Click Delete, then Confirm Delete to delete the case. The case record is deleted from the system Sage CRM

228 Chapter 20: Solutions What is a solution? Finding solutions Viewing solutions Adding a new solution Creating a new solution from a case Publishing a solution Deleting a solution Linking a solution to a case ing a solution What is a solution? User Requirements: Your System Administrator must give you rights to access solutions Solutions are the cleaned and approved basis of a knowledge base. Solutions can be entered manually or published from a solved case using workflow. They can be searched for using key words from a Case screen, or from a self service Web page, so that customers or partners can find answers to their questions without having to call a telephone support hotline. Solutions are not linked to companies or people, however they can be linked to multiple cases, and a case can be linked to multiple solutions. Finding solutions 1. Right-click or hover over the Find menu button, and click Solution from the pop out list. 2. Enter a keyword in Description or Details. For example, Excel. 3. Select Contains. A search is performed for all solutions containing this keyword. Add more search criteria to narrow the results of the search even further. You can use the % wildcard to turn the search into a "contains" search. 4. Click Find. A list of all solutions meeting your search criteria is displayed. 5. Click the Solution you want to review. The Solution Summary page is displayed. Viewing solutions User Requirements: Your System Administrator must give you rights to access Solutions There are several ways to view solutions. Open a Case record and click the Solutions tab. Click Find Solution. User Guide 20-1

229 Chapter 20 If you're a frequent user of solutions, you may find it convenient to view the list of all solutions currently assigned to you from the My CRM area. Click My CRM Preferences. Click Change. Set Show Solutions In My CRM to Yes. Click Save. Adding a new solution 1. Right-click or hover over the New menu button, and click Solution from the pop out list. The New Solution page is displayed. 2. Enter details in the solutions fields. 3. Click Save. The Summary page for the new solution is displayed. From within the context of a Solution: Click New to send an relating to the contents of the Solution. Click the workflow buttons to change the state of the Solution. You can link communications and documents (via the Documents tab) to a Solution. You can also use the Cases tab within the context of a Solution to link to existing Cases. Alternatively, you can create a Case, then link one or more solutions to it. Solution fields Field Referenc e Id Area Descripti on Description Automatically generated reference Id for the solution. Made up of [User Number] - [Automatic Counter]. Area of product or service affected. Short description of the solution. Details Team Stage Status Assigned To Longer description of the solution. Team responsible for the solution. Solution Stage. For example, Draft, Rejected, Reviewed. Solution Status. For example, Not Published, Published. Person responsible for the solution Sage CRM

230 Chapter 20: Solutions Adding a new solution from a case While you're working on a case, or once it is solved, you can add and track possible and actual solutions from the Solutions tab. 1. Open the Case so that the Case Summary page is displayed. 2. Click the Solutions tab. A list of linked solutions is displayed. From the Solutions tab within the Case you can: Create a new solution, which is automatically linked to the current Case. Link to an existing solution or solutions. Delete a link to an existing solution. 3. To link to an existing solution, click Link Solution. The Solutions panel is displayed. 4. To find an existing solution, you can use the Advanced Search Select feature by typing a key word directly into the Link Solution field and clicking the first magnifying glass icon. This displays a list of matches below the Link Solution field. You can also use the % wildcard to turn the search into a "contains" search. Alternatively, click the second magnifying glass icon and the standard Search Select page is displayed in a new window. 5. Click the solution you want to link to this case. 6. Click Save. The linked solution is displayed in the list of Solutions. Publishing a solution Customers can be given rights to view and search through all published solutions from your external Web site. Suppose Arthur Browne from Design Right is an existing customer contact with a valid support contract. Arthur should be able to view and search through all published solutions from your external Web site. You can work through this example if your System Administrator has installed the Self Service demonstration Web site. Remember to enable Arthur for self-service from the Person Self Service tab. To publish a solution to an external Self Service Web site: 1. Open the solution so that the Solution Summary page is displayed. 2. Click the Approve workflow button. The Progress Solution page is displayed. 3. You can add a tracking note to explain how the Solution was reviewed, and click Save. 4. Click the Publish workflow button. 5. You can add a tracking note, and click Save. The Solution Summary page is displayed, where the Stage is set to Reviewed and the Status is set to Published. Once published, a customer or partner with a self-service logon ID can search for and view the solution. Deleting a solution If your security profile allows you to delete solutions, a Delete button appears on the Solution summary page in edit mode. If you need to delete solutions but can't access this button, contact your System Administrator. User Guide 20-3

231 Chapter 20 Open the solution so that the Solution Summary page is displayed. Click Change. Click Delete, then click Confirm Delete. Linking a solution to a case 1. Open the solution so that the Solution Summary page is displayed. 2. Click the Cases tab and click Link Case. 3. Find the Case you want to using the search select icons. 4. Once the case is displayed in the Link Case field, click Save. ing a solution 1. Open the solution so that the Solution Summary page is displayed. 2. Click Send . The solution details are included in the body. 3. Complete the rest of the details, including the recipient and click Send to send the to the customer Sage CRM

232 Chapter 21: Interactive dashboard Dashboards Gadgets Templates Dashboards What's the interactive dashboard? Accessing the interactive dashboard Getting started with the interactive dashboard Selecting a dashboard Setting a default dashboard Creating a dashboard from a template Management dashboards Copying a dashboard Creating a new dashboard Modifying dashboard details Deleting a dashboard Setting up an interactive company dashboard What's the interactive dashboard? The interactive dashboard is a highly-customizable workspace where you control what information you need to see to be effective in your job. Create multiple dashboards and gadgets by choosing the feeds, workflow, and actions you want to drive from your workspace, or select predefined gadgets and dashboards from templates. Choose feeds from CRM, the Web or ERP systems using SData. Watch one gadget change as you scroll through another, and drag and drop your gadgets to create the layout you want. User Guide 21-1

233 Chapter 21 Interactive dashboard 1. Control bar This lets you choose from the list of available dashboards, or create your own gadgets, dashboards and templates. You can also Turn Snap On/Off (snap-to-grid for flexible dashboard layout), access help, and switch to the classic dashboard page. The classic dashboard is a legacy feature that's not available for new customers. 2. Gadgets Gadgets feed information from multiple data sources, internal and external to CRM, into your workspace. You can perform tasks and actions from some of them, such as logging a new case or progressing a sales opportunity through a workflow. You can edit a gadget's properties from the gadget's header. You can drag and drop gadgets, resize and overlap them. You can also drag and drop columns within gadgets to create the best workspace for your type of job and style of working. Accessing the interactive dashboard To access the interactive dashboard, click the My CRM Dashboard tab. A welcome dashboard is displayed. The next time you access the Dashboard tab within the same user session, the interactive dashboard is displayed, showing the last dashboard you were viewing. The next time you access the Dashboard tab in a new user session, one of the following is displayed: Your default dashboard, if you have one. If no default has been set, the most recently modified dashboard Sage CRM

234 Chapter 21: Interactive dashboard If you have no personal dashboards, a dashboard which has been assigned to you by an Info Manager or System Administrator. If you have multiple dashboards assigned to you, the most recently modified dashboard is displayed. If you have no personal or assigned dashboards, then the default welcome dashboard is displayed. Getting started with the interactive dashboard This example assumes your system includes either the standard Sage CRM demo data, or at least one dashboard template and one gadget template set up by an Info Manager or System Administrator. 1. Click New Dashboard Choose Template. 2. Highlight one of the dashboards in the list of templates. 3. Click OK. 4. Give the dashboard a name, and click OK. 5. Click New Gadget Choose Template to add more predefined gadgets. 6. Click the Edit pencil icon on the gadget's header to modify an existing gadget, or create your own custom gadget from New Gadget Create Gadget. 7. To set your new dashboard as your default dashboard, select the Dashboard drop-down arrow, then click Dashboard Options. Highlight the dashboard you want to set as the default, click Set Default, and then OK. Selecting a dashboard 1. Click the My CRM Dashboard tab and click the dashboard drop-down arrow. A list of dashboards is displayed. 2. Select the dashboard you want to display. Once the dashboard is displayed: If the dashboard selected has been created by someone else who has given you access to it, the Status bar displays the message: "Dashboard Template you must be an Info Manager or Administrator to edit and save". If you still want to modify the dashboard,click Create a copy. You can modify the copy as much as you need. Setting a default dashboard 1. Click the My CRM Dashboard tab. 2. Click the Dashboard drop-down arrow, and click Dashboard Options. If a default dashboard has already been set, a check mark icon is displayed next to the current default dashboard. 3. To narrow down the list of Dashboards, use the Filter by text box. This works on a "Begins with" basis. For example, type "a" and you get a list of dashboards and categories beginning with the letter "a". You can also modify your category names from this dialog. Highlight the category and click Modify Category. A category containing dashboards cannot be deleted. The No Category category can only be modified by the System Administrator via Administration Translations. User Guide 21-3

235 Chapter Highlight the dashboard you want to set as your default, and click Set Default. A check mark icon is displayed next to the dashboard to show that the default dashboard is set. You can close the dialog with the close (x) icon, or select and open the default dashboard by clicking OK. 5. Click OK. The default dashboard is displayed on your workspace. It is also displayed as the first dashboard after your next logon, even if you have been working with other dashboards during your last user session. To clear a default dashboard, highlight the default dashboard and click Clear Default. Creating a dashboard from a template 1. Click Dashboard New Dashboard Choose Template. The dashboards are grouped alphabetically by category, and then alphabetically by dashboard within each category. 2. Use the Filter by field to narrow the list of dashboards. This field works on a "Begins with" basis. For example, type "a" and you get a list of dashboards and categories beginning with the letter "a". You can also modify your category names from this dialog box. Highlight the category and click Modify Category. 3. Highlight the dashboard you want to display on your workspace, and click OK. The Dashboard Details dialog is displayed. 4. If you're a System Administrator, you can access ready-to-use Management dashboards. 5. Give the dashboard a name. You can also choose a new category. 6. Click OK. The new dashboard is displayed on your workspace with the updated name and can be modified to suit your needs. To make the ready-to-use Management dashboards available to other users, you must assign the users to the management dashboard templates. Management dashboards User Requirement: System Administrator rights to view Management dashboards and make them available to other users There are two ready-to-use Management dashboards. Each dashboard includes configurable gadgets that use Sage CRM data from across your organization. Sales KPI for Managers displays key performance indicators to help you identify and measure your organization's successful activities. Monthly Sales Trends compares the value of sales won this year with the value of sales won last year. It also shows the number of opportunities that were won this year. Actual vs Target shows the opportunity revenue that s been won as a percentage of forecasted sales. Pipeline shows information about all currently open opportunities grouped by stage. Open Activities displays information about calendar entries for a specific period such as demos, letters to be sent, and meetings. At Risk Customers shows customers and leads who haven't been contacted in over 90 days, or customers and leads in a company that's greater than 90 days old who've never been contacted. These customers are considered at risk of leaving your company Sage CRM

236 Chapter 21: Interactive dashboard Won Deals Leaderboard displays the number of opportunities that each sales rep has won. Sales Metrics for Managers displays information to help you measure progress towards your organization's goals. Leads Generated by Source shows the number of leads in your system according to how they were sourced. Deals Lost to Competitors displays deals that your organization was bidding on but lost to a competitor. The report is based on the Competitor, Winner, and Reason for Loss fields in each opportunity record. Won vs Lost Deals shows opportunities that each sales rep has won and lost in a specified period of time. Average Deal Close Rate displays the amount of time between a new opportunity being created and closed. The information is grouped by sales rep. Cross-sell Deals shows the number of cross-sell opportunities created during a specific time period by each sales rep. A cross-sell opportunity is one that's created when another opportunity closes. For example, if you sell a computer, a cross-sell opportunity could be to sell a maintenance plan for the computer. Top Open Deals displays the number of current opportunities that are in progress and greater than a specified value. The information is grouped by company. To include an opportunity in the Monthly Sales Trends, Actual vs target, Won Deals Leaderboard, Deals Lost to Competitors, and Won vs Lost Deals reports, the date in Closed on the opportunity record must be within the relevant time period. For more information, see Opportunity fields. Copying a dashboard You can copy a dashboard by either clicking Create A Copy from a dashboard template, or clicking Copy within the Dashboard Options dialog. To copy a dashboard from Dashboard Options: 1. Click Dashboard Options from the dashboard drop-down. 2. Highlight the dashboard you want to copy. 3. Click Copy. 4. Click Modify to change the Name, Description, and Category of the copy, and Save. 5. Click OK to select the copied dashboard and make changes to the gadgets on it. To create a copy of a dashboard template: 1. Make sure the dashboard you want to copy is displayed on your workspace. 2. Click Create a copy. The Dashboard Details dialog box is displayed. The default naming convention for the copied dashboard is Copy of [copied dashboard name]. 3. Update the Name, Description and Category of the new dashboard. Note: The layout type (Fixed or Flexible) automatically copies the layout type from the source dashboard and cannot be changed. User Guide 21-5

237 Chapter Click OK. The copied dashboard is displayed on your workspace. It is also available from your list of personal dashboards via the dashboard drop-down list. An Info Manager or System Administrator can clone dashboard templates and user dashboards from Dashboard Templates. Please refer to Working with dashboard templates (page 21-23) for more information. Creating a new dashboard 1. Click My CRM Dashboard New Dashboard Create Dashboard. The Dashboard Details dialog box is displayed. 2. Set the type to Flexible or Fixed layout. Note: Once selected, and the dashboard is on your workspace, you cannot change the layout type. Fixed gives you a three-column layout. You can drag and drop and rearrange gadgets within a fixed format, extend the length of gadgets, and maximize them. If you regularly switch between different screen resolutions during your day, it is recommended you work with a Fixed layout. Flexible lets you design your dashboard layout. Gadgets can overlap, be arranged diagonally down your screen, and expanded width-ways. 3. Enter the name, description and category for the dashboard. The dashboard name is a required field. The category can be selected from the drop-down list, or you can create a new one by typing in the Category field. 4. Click OK. The Gadget Template dialog box is displayed. 5. Select the check boxes next to the gadget templates you want to display on your dashboard. If you don't want to display any of the gadget templates, close the dialog box. The next step is skipped. You can go back and add gadget templates later by clicking New Gadget Choose Template or by adding new gadgets from New Gadget Create Gadget. 6. Click OK. The new dashboard is displayed on your workspace with the gadgets you selected. Modifying dashboard details 1. Click Dashboard Options from the Dashboard drop-down. 2. Highlight the dashboard you want to modify, and click Modify. 3. Update the Name, Description, and Category. 4. Click Save. 5. Click OK. The updated dashboard is displayed on your workspace. The details of Assigned and Template Dashboards can only be modified by Info Managers or System Administrators. This can be done from Templates Dashboard Templates, then follow the steps described above. Deleting a dashboard 1. Make sure the dashboard you want to delete is not displayed on your workspace. 2. Click My CRM Dashboard, and click Dashboard Options from the Dashboard drop-down. 3. Highlight the dashboard you want to delete, and click Delete. Template and assigned dashboards can only be deleted by a System Administrator or Info Manager. This can be done from Template Dashboard Templates Sage CRM

238 Chapter 21: Interactive dashboard Setting up an interactive company dashboard Sage CRM provides a standard company interactive dashboard template, which is assigned to all users, and can be modified by Info Managers. It works in the same way as the My CRM Dashboard, but filters gadget content to match the company context. For an overview of the interactive dashboard, see What's the interactive dashboard? (page 21-1) Company dashboards are only available from the Dashboard tab of a Company record. Company Dashboard You can create one or more of your own personalized Company dashboards, and then switch between them to access different levels of company detail. Once you select a Company dashboard, the same dashboard is displayed to you in the Dashboard tab of all companies, until you change it again. 1. Make sure you're in the context of a company, and click the Dashboard tab. 2. If you use classic dashboards, switch to the interactive dashboard by clicking the interactive dashboard ink if you need to. 3. Click New Dashboard Create Dashboard and add the gadgets you want. For more information, see Gadget quick reference (page 21-8). 4. Set as your default dashboard by clicking Dashboard Options from the dashboard dropdown. Changes to the Company dashboard don't affect the dashboards available from My CRM Dashboard. User Guide 21-7

239 Chapter 21 Gadgets Adding a gadget template to a dashboard Adding a new gadget to a dashboard Gadget quick reference Editing gadget content Linking gadgets Modifying gadgets Adding new data sources for gadgets Adding a gadget template to a dashboard Gadget templates are predefined by a System Administrator or Info Manager. A user can select a gadget template and add it to their dashboard. Once the gadget is on your dashboard, you can customize it to suit your needs. 1. Make sure the dashboard you want to add the gadget template to is displayed on your workspace. 2. Click New Gadget Choose Template. The Gadget Template dialog box is displayed showing a list of all gadget templates grouped by gadget type. 3. Select the check box next to the gadget template that you want to display on your dashboard. 4. Click OK. The gadgets are displayed on your dashboard. Adding a new gadget to a dashboard 1. Make sure the dashboard you want to add the new gadget to is displayed on your workspace. 2. Click New Gadget Create Gadget. The Gadget wizard is displayed. 3. Select the type of gadget you want to add. For more information, see Gadget quick reference (page 21-8). 4. Complete the gadget wizard steps. The new gadget is displayed on your dashboard. Gadget quick reference Gadget Calendar gadget (page 21-10) Chart gadget (page 21-10) Description Drill into appointments, add quick appointments, scroll through your calendar, and filter by appointment status. Note: Quick appointments cannot be added on the Company dashboard tab. Display a report chart, drill into the associated report search criteria, run the full report, and use built-in animation Sage CRM

240 Chapter 21: Interactive dashboard Gadget List gadget (page 21-11) To add a new main menu item gadget: (page 21-12) Notification gadget (page 21-13) Record summary gadget (page 21-13) RSS feed gadget (page 21-13) SData list gadget (page 21-13) SData record summary gadget (page 21-15) Summary gadget (page 21-15) Task list gadget (page 21-16) Description View, filter, and carry out actions on lists. Can be linked to other list and record summary gadgets for dynamic filtering. Add multiple CRM or web site icons to a single gadget. CRM actions include main menu actions such as Find Quote and New Lead. View and drill into notification alerts, dismiss or snooze individual or all notifications. View a Sage CRM record s summary page. Must be linked to a list gadget to display data. Displays an RSS feed. User name and password details can be preset for feeds requiring authentication. Work with records from SData-compliant ERP systems or from a Sage CRM SData feed. Can be linked to SData List or SData Record Summary gadgets for dynamic filtering. View an SData record s summary page. Must be linked to an SData list gadget to display data. Link to multiple lists from a single gadget. Lists can be displayed as icons, summary lists, or a pipeline graphic (for single lists). Drill into tasks, add a new quick task, filter by task status, and switch between daily, weekly, and monthly task lists. Note: Quick tasks cannot be added on the Company dashboard tab. User Guide 21-9

241 Chapter 21 Gadget Website Gadget (page 21-16) Description Type or paste in a web site address, or select a content block set up by the System Administrator. Note: Not all web sites are compatible with this gadget, for example, web sites which do not allow themselves to be embedded in other pages. An error message is displayed once the gadget is on the dashboard. The Web Site gadget can display a static URL. To define a static URL in the Web Site gadget, the URL must begin with the text #crm_server#. The actual HTML files must be placed in a folder off the WWWRoot folder. Please refer to Website Gadget (page 21-16) for more details. This format can also be used to link to third-party gadgets. Please refer to the Developer Guide for more details. Calendar gadget To add a new calendar gadget to a dashboard: 1. Click Calendar from the Gadget Wizard. 2. Add a name and description for the gadget. 3. Click Finish. Once the Calendar gadget is on your dashboard you can: Drill into an appointment by clicking the Action icon. Add a new quick appointment. Note: Quick appointments cannot be added on the Company dashboard tab. Scroll through your calendar. Filter by appointment status. You can have multiple calendar gadgets on your dashboard. For example, you might want one calendar which shows only pending appointments, and another which shows all appointments. Chart gadget To add a new chart gadget: 1. Click Chart from the Gadget Wizard. A list of reports with charts is displayed. 2. Select the chart or report title from the list of report charts. Use the Filter by field to narrow the list of charts. Filter by works on a "Begins with" basis. 3. Click Next. 4. Select a Default Action. Go To List Or Report displays an Action icon in the gadget header when the gadget is on the dashboard. When you click the Action icon, the report's Display Options and Search Criteria page is displayed. 5. Select a Drill Down action. Run Report adds a link to the report chart, which runs the full report. Default search criteria are applied to the report if they exist. Note: To use the animation Sage CRM

242 Chapter 21: Interactive dashboard directly from the chart on the dashboard, ensure Default Action is set to None - otherwise the full report is displayed. You can also access the animation from the full report. 6. Click Next. 7. Add a name and description for the gadget. 8. Click Finish. Built-in animation means that you can watch charts grow as they are formed. You can also interact with charts once they are drawn. For example, highlighting slices and rotating pie charts. For more information on interacting with charts, see Running a report (page 10-1). Some charts are displayed differently when you view your dashboard on ipad; a pyramid changes to a doughnut, and a funnel changes to a bar chart. List gadget 1. Click List from the Gadget Wizard. A list of entities is displayed. 2. Select an entity to base your gadget on and click Next. A list of data sources, grouped by type (Group, Report, Saved Advanced Find, Saved Search) is displayed. 3. Use Filter by to narrow the list; the filter works on a "Begins with" basis. 4. Select the data source to base your gadget on and click Next. A list of columns that you can include on the gadget is displayed. 5. Select the columns to display or select Select All. 6. To change the number of records to display per gadget page from the default (10), enter a value in No. Of Rows, and click Next. 7. Select a Default Action. Go to List or Report displays an Action icon in the gadget header when the gadget is on the dashboard. Click the icon to drill into the report search criteria page (for report data sources) or associated list of a saved search, advanced find, or group data sources. Drill Down Action icon on gadget header 8. Select a Drill Down action to add a column displaying an icon beside each record in the gadget. Click the icon to launch the action. Go To Summary Screen. Opens the summary screen of the selected record. LinkedIn Search. Carries out a search on the Person Last Name and/or the Company Name from CRM in LinkedIn. The user must have a LinkedIn account, and will be prompted to logon the first time they use the action. New Appointment. Creates an appointment, using the context details of the selected record. New Task. Creates a task, using the context details of the selected record. New . Creates an , using the context details of the selected record. User Guide 21-11

243 Chapter Select Display Workflow Anchor Column, if it's available, to add an Action column to the gadget. When you click the icon in the Action column, the workflow actions relating to the current record can be launched. Default Action Go To Summary Screen icon (left) and Workflow Anchor Column icon (right) 10. Click Next. 11. Add a Name and Description for the gadget, and click Finish. Once the List gadget is on your dashboard you can: Use the Filter by drop-down list and field to narrow the selection further. The Filter by field returns data containing the text entered. You can filter by any "string" (character) type of field, which is displayed on the gadget. You cannot filter by numeric or date/time fields. Main menu item gadget To add a new main menu item gadget: 1. Click Main Menu Item from the Gadget Wizard. 2. Select CRM or URL from the left-hand drop-down field. 3. Click Next. CRM gives you access to the next field as a drop-down list containing main menu items. Click the main menu item and add a name for the link. For URL, type the web address (in the format http[s]:// and a name for the link. 4. Add a Name and Description for the gadget. 5. Click Finish Sage CRM

244 Chapter 21: Interactive dashboard Notification gadget To add a new notification gadget to a dashboard: 1. Click Notification from the Gadget Wizard. 2. Add a Name and Description for the gadget. 3. Click Finish. Once the Notification gadget is on your dashboard you can: Drill into an appointment by clicking the appointment details. Dismiss or snooze individual or all notifications. Record summary gadget To add a new record summary gadget: 1. Click Record Summary from the Gadget Wizard. A list of entities is displayed. 2. Click an entity to base your gadget on from the list. 3. Click Next. A list of record summary blocks is displayed. 4. Click a block to base your gadget on. 5. Click Next. 6. Add a Name and Description for the gadget. 7. Click Finish. The record summary gadget displays content when it is linked to a list gadget. Please refer to Linking gadgets (page 21-17) for more information. RSS feed gadget To add a new RSS feed gadget: 1. Click RSS Feed from the Gadget Wizard. 2. Type or paste the Web Address for the feed (in the format http[s]:// 3. Select the Authentication check box to set up the User Name and Password for a feed requiring authentication. Setting the authentication on the gadget prevents the user from being prompted for logon details each time the secure feed is accessed. 4. Click Next. 5. Add a Name and Description for the gadget. 6. Click Finish. SData list gadget To add a new SData list gadget: 1. Click SData List from the Gadget Wizard. 2. Select from: Sage CRM SData feed - to create a gadget based on data from CRM's internal SData feed. User Guide 21-13

245 Chapter Click Next. Pre-configured SData feed - to create a gadget based on an existing SData feed to surface data from an SData-compliant ERP system. The pre-configured SData feed is set up by an Administrator or Info Manager in Template SData Feed Templates. Custom SData feed - to create a gadget based on an SData schema URL, which you type in yourself. Type a valid SData schema URL to get information about the data sources available from the provider in the Web Address field. A valid SData schema URL takes the format: http[s]://server[:port]/sdata/application/contract/resource kind/$schema Please also refer to the Developer Help for more information on constructing custom SData feeds. Set up the User Name and Password for a feed requiring authentication. Setting the authentication on the gadget prevents the user from being prompted for logon details each time the secure feed is accessed. After the gadget has been saved, feeds added in the Custom section will be available as pre-configured feeds to the user who added the feed. 4. Click an entity to base your gadget on from the list. The list of entities displayed is defined in the SData Schema. 5. Click Next. 6. Click the check box next to the columns you want to display on the gadget, or click Select All. The columns within each entity are defined in the SData Schema. 7. Click Next. 8. In Step 4 of the wizard, click Include/Exclude, the field to filter on, the operator, and the value to filter by. For example, Include Invoices where Status Is Equal To Overdue. 9. Click Next. The operators available change depending on the field type selected. Enter the value as a drop-down selection or free text. The format of some fields, for example dates, depends on how the data is supplied in the feed. If the full field name from the feed is too long to display in field drop-down, an ellipses (...) is displayed in the middle of the field. Hovering over the field name shows the full name. A maximum of five filter rules can be added to a gadget. All filters are logical Ands. This means that an SData gadget with multiple filters returns data, which meets all the filter criteria. For example, Include Invoices where Status Is Equal To Overdue AND Include Invoices where Payment Terms Is Equal To 30 days. 10. Add a Name and Description for the gadget. 11. Click Finish. Once the SData List gadget is on your dashboard you can: Drill into and edit the data using the drill-down icon in the left-hand column. The record details are displayed in the SData Navigator Sage CRM

246 Chapter 21: Interactive dashboard Use the Filter by drop-down list and field to narrow the selection further. The Filter by field returns data containing the text entered. You can filter by any "string" (character) type of field, which is displayed on the gadget. You cannot filter by numeric or date/time fields. Link it to another SData List gadget or to an SData Record Summary gadget. Working with the SData navigator The SData navigator parses all the fields and corresponding data of the selected SData gadget row, and displays this data in the right-hand property table. The title of the property table is the entity fields of the entity <SData gadget row entity name>. The SData navigator also parses all the related entity links of this row in the SData gadget, for example, phone numbers related to an account. SData record summary gadget To add a new record summary gadget: 1. Click SData Record Summary from the Gadget Wizard. 2. Select from Sage CRM SData feed, Pre-configured SData feed, or Custom SData feed. These are described in SData list gadget (page 21-13). 3. Click Next. 4. Click an entity to base your gadget on from the list. 5. Click Next. 6. Click the check box next to the columns you want to display on the gadget, or click Select All. The columns within each entity are defined in the SData Schema. 7. Click Next. 8. Add a Name and Description for the gadget. 9. Click Finish. The SData record summary gadget displays content when it is linked to an SData list gadget. Please refer to Linking gadgets (page 21-17) for more information. Summary gadget 1. Click Summary from the Gadget Wizard. A list of data sources is displayed. 2. Use the left and right arrow buttons to select the data sources for your gadget. Use the Filter by field to narrow the available data sources list. The Filter by field works on a "Begins with" basis. 3. Click Next. If you only selected one data source, then Step 2 of the gadget displays a Group by drop-down field. 4. Select the display options for the gadget. For a multiple data sources, you can choose from Icons View or List View. For a single data source you can also choose Pipeline View. 5. Click Next. 6. If you only selected one data source, select the Drill Down option from the drop-down field. Go To List Or Report displays an Action icon in the gadget header once the gadget is on the dashboard. Clicking on the Action icon drills into either the report search criteria page (for User Guide 21-15

247 Chapter 21 report data sources) or to the associated list of a saved search, advanced find, or group data sources. Drill Down Action icon on gadget header If you selected multiple data sources you can drill down by clicking the summary list or icon once the gadget is on the dashboard. The drill down from the summary list or icon is either into the report search criteria page (for report data sources) or to the associated list of a saved search, advanced find, or group data sources. 7. Click Next. 8. Add a Name and Description for the gadget. 9. Click Finish. Task list gadget To add a new task list gadget to the dashboard: 1. Click the My CRM Dashboard tab. 2. Click Modify Dashboard Add New Gadget. 3. Select the Task List gadget. 4. Add a Name and Description for the gadget. 5. Click Finish. Once the Task List gadget is on your dashboard you can: Drill into a task by clicking the Communication Action icon. Add a new quick task. Note: Quick appointments cannot be added on the Company dashboard tab. Filter by today, this week, this month, and this year. Filter by task status. Customize the column layout by dragging and dropping or clicking the drop-down arrow next to the column heading. Link to other task list, list, or record summary gadgets. Please refer to Linking gadgets (page 21-17) for more information. Website Gadget To add a new website gadget: 1. Click Web Site from the Gadget Wizard. 2. Type or paste the Web Address (in the format http[s]:// or select a Content Block, which has been predefined by the System Administrator. Note: Not all web sites are compatible with this gadget, for example, web sites which do not allow themselves to Sage CRM

248 Chapter 21: Interactive dashboard be embedded in other pages. An error message is displayed once the gadget is on the dashboard. 3. Click Next. 4. Add a Name and Description for the gadget. 5. Click Finish. Displaying a Static URL The Web Site gadget can display a static URL. To define a static URL in the Web Site gadget, the URL must begin with the text #crm_server#. The actual HTML files must be placed in a folder off the WWWRoot folder. A System Administrator with access to this folder can help you do this. Example 1: #crm_server#/staticcontent/abcd.html Relates to a file called abcd.html in a folder created off the WWWRoot folder called StaticContent. This format can also be used to link to third-party gadgets. Please refer to the Developer Guide for more details. Example 2: #crm_server#/staticcontent/#language#/ecosystem/communitylinks.htm Relates to a folder created off the WWWRoot folder called StaticContent, which contains an optional placeholder that picks up the language of the user (it would appear on the file system as WWWRoot\StaticContent\uk\ecosystem\CommunityLinks.htm). Editing gadget content To edit a gadget which is already on a dashboard: 1. Click the pencil icon in the gadget header. The first step of the gadget wizard for the current gadget is opened. 2. Make the changes to gadget. 3. Click Finish. The updated gadget is displayed on the dashboard. Linking gadgets Available on List, Task List, Record Summary, SData, and Third-party (added via the Web Site gadget) gadgets. List and Task List gadgets can be linked to each other or to Record Summary gadgets for dynamic filtering. SData gadgets can be linked to each other. Third-party gadgets can be linked to each other, or to List and Record Summary gadgets. 1. Click the dashboard you want to link gadgets on. 2. Make sure you have at least two gadgets on your dashboard. For example, a list gadget based on a company data source, and a list gadget based on an opportunity data source. 3. Click the Links icon on any one of the gadgets that you want to link, for example, the company list gadget. The Gadget Linking dialog box is displayed. 4. Click New Link. The top half of the Link information dialog shows the gadgets you want to link. The gadget where you selected the Links icon from is already selected. For example, the company list. User Guide 21-17

249 Chapter Set the drop-down to either Sends Data To or Receives Data From. Note: Record Summary gadgets can only "receive data from" other gadgets. For this example, choose Sends Data To. 6. Click the gadget to link to from the right-hand drop-down. For example, the opportunity list. 7. In the lower half of the dialog, the left-hand list shows all the fields from the first gadget that you can link. For example, Company (Company ID). 8. The right-hand list shows the fields from the gadget on the right-hand side of the dialog that you can link, based on the selection already made. For example, Company (Company). 9. Click OK. Click Close to exit the Gadget Linking dialog. The opportunities list gadget is filtered as you click through the company list gadget. The gadget header changes to show the current filter. To edit the current links on a gadget,click the Links icon in the gadget header. Notes on SData gadget linking An advanced (System Administrator) level of understanding of the SData feed source (i.e. CRM or ERP system) is required to set up some links between SData gadgets. For example, while the SData schema may make the fields available to set up a link between two columns such as "opportunity priority" and " case priority", it will not result in data filtering from one gadget to another. Likewise, care must be taken when linking gadgets via ID fields. For example, if you're trying to filter a person list by company, then linking an SData company list gadget to an SData person list gadget using comp_companyid and pers_channelid will not work. This is because there is no real correlation between an identifier [ID] of a Company and the ID of the Channel [Team], which a Person record is associated to. Such a link therefore does not make sense. Using comp_companyid and pers_companyid will work. Please refer to the SData example in the section below for more information. Multiple Gadget Linking Examples List, SData, and third-party gadgets can send or receive data from other gadgets. In other words, they can set the filter or be filtered by other gadgets.record summary gadgets can only be receivers. A gadget can have many concurrent links with other dashboard gadgets. The following examples show how this can be set up in practice. Example 1: Sending data from a Company List gadget to Case List, Opportunity List, and Company Record Summary gadgets Links can be set up from a company gadget to a case list gadget, an opportunity list gadget, and a company record summary gadget. Gadget linking dialog Sage CRM

250 Chapter 21: Interactive dashboard When the user scrolls through the list of companies, the opportunity and case list gadgets, and the company summary gadget are all filtered by the selected company. Gadget linking between one sender (My Companies list) and multiple receivers (My Opportunities list, My Cases list, and Company Summary gadget) In the example described above, the company list gadget is the sender, and the other gadgets are the receivers. This relationship should not be confused with parent and child record relationships. An opportunity list could just as easily be the sender and a company list a receiver. Scrolling on the opportunity list would then filter the company list. Example 2: Sending data from two different Opportunity List gadgets to one Opportunity Summary gadget Links can be set up from an opportunity summary gadget (Opportunity Summary), to an opportunity list gadget for an individual user (My Opportunities), and to an opportunity list gadget for a team (Team Opportunities). Gadget linking dialog When the user scrolls through their own list of opportunities, the summary gadget shows the details of each of their own opportunities. Click over to the list of team opportunities and scroll through - the summary gadget show the details of each of the team's opportunities. User Guide 21-19

251 Chapter 21 Gadget linking between one receiver (Opportunity Summary gadget) and multiple senders (My Opportunities list, Team Opportunities list gadget) In the example described above, both opportunity list gadgets are senders, and the summary gadget is the receiver. This can save you space on your dashboard, as you can easily toggle the view on a single receiver gadget between the two sender gadgets. Example 3: Linking SData List and SData Record Summary gadgets Links can be set up from an SData List gadget (Quotes List - using quot_orderquotid), to another SData List gadget (Quote Items - using quit_orderquoteid), and from each of those list gadgets to their corresponding SData Summary gadgets (Quote Summary and Quote Items Summary - again using quot_orderquotid and quit_orderquoteid respectively). Gadget linking dialog on SData Quotes List Link Information dialog on SData Quotes List to SData Quote Items List When the user scrolls through the list of quotes, the quote items gadget shows the line items relating to the quote, and the quote summary gadget shows the details of the quote. Click over to the list of quote items and scroll through - the quote items summary gadget show the details of the selected line item Sage CRM

252 Chapter 21: Interactive dashboard Gadget linking between SData Lists and SData Record Summary gadgets (Quotes and Quote Items) In the example described above, Sage CRM SData feeds are used. Links using feeds from SDatacompliant ERP systems are set up in the same way - for example, a list of Accounts linking to multiple gadgets showing orders, invoices, revenue, and revenue per financial period. Modifying gadgets Gadgets can be modified by: Using the icons on the Gadget Header. Changing the column layout directly from the gadget (for list gadgets). Changing the gadget in the gadget library (Info Managers and System Administrators only). Please see Modifying a gadget template (page 21-26) for more information. Gadget Header Icons The gadget header displays a number of icons. Gadget header icons Left to right, these are: Action. Available on List, Summary, and Chart gadgets if a Drill Down option was selected in the gadget wizard. The Drill Down option Go To List Or Report drills into either the report search criteria page (for gadgets using reports as the data source) or to the associated list (Search, Advanced Find, or Group) of Saved Searches, Advanced Find, or Group data sources. Link. Available on List, Task List, Record Summary, and SData List and SData Record Summary gadgets. List and Task List gadgets can be linked to each other or to Record Summary gadgets for dynamic scrolling. SData gadgets can be linked to each other. Please refer to Linking gadgets (page 21-17) for more information. Edit. Opens the first step of the gadget wizard for the current gadget. Enable/disable resizing and dragging. Fixes the position and size of the gadget. Available in flexible dashboard layout only. Toggles the resize icon in the lower right-hand corner of the gadget User Guide 21-21

253 Chapter 21 with a pin icon. When gadgets are moved around in flexible layout you can also toggle a snap-to-grid link (Turn Snap On/Off) from the control bar. When this is on, gadgets resize and align to a grid to the nearest 20px. Minimize. Displays the gadget header. Maximize. Opens the gadget to size of the dashboard workspace. Close. Deletes the gadget from the dashboard. Cannot be undone. The SData gadget header includes an additional header icon on the far left, Select columns. SData gadget header icons Changing the Gadget Column Layout To change the column layout on a List, Task List, or SData List gadget you can use any of the following options: Drag and drop the columns to the desired layout. Switch the sort order between ascending and descending, by clicking the current sort order column heading. Click the drop-down arrow next to any column heading and select Columns. A sub-menu of all columns available is displayed. Select the check box next to the columns you want to add or remove. Select the Action check box to display the Workflow Anchor Column. Adding new data sources for gadgets You can make new data sources available to you in the gadget wizard by creating new reports, groups, advanced finds, and saved searches in the normal way in CRM. You can also add new data sources from SData feeds, which have been pre-defined by users with Info Manager or Administrator rights. To find out more about adding these types of data sources, please refer to: Groups (page 16-1) Writing reports (page 24-1) Creating a saved search (page 3-10) Using Advanced Find (page 3-5) Adding an SData feed template (page 21-26) When working with data sources for the interactive dashboard please note: The report data sources are grouped in the interactive dashboard by the entity selected in the report source view, not the report category. Data sources from cross-tabular or historical type reports are not included in List or Chart gadget report data sources. Users must be given access to Enterprise Reports (in Administration Users) to be able to view data on gadgets based on Report data sources. For group data sources to be displayed in the dashboard the group type must be set to Dynamic Group Sage CRM

254 Chapter 21: Interactive dashboard Take care when deleting data sources. For example, a gadget using a group data source will no longer show any data if that group is deleted. Private group data sources are not available when setting up template gadgets. Templates Working with dashboard templates Adding a dashboard template Assigning users to a dashboard template Modifying a dashboard template Deleting a dashboard template Managing user dashboards Adding a gadget template Modifying a gadget template Deleting a gadget template Adding an SData feed template Working with dashboard templates User Requirement: Information Manager rights Dashboard Templates are accessed via Template Dashboard Templates. Once in Dashboard Templates with the Properties tab active, you can manage all the template and user dashboards using the following fields, buttons and tabs: Field or Button Filter by Template User New Description Searches template or user dashboards and categories using a "Begins with" search. Displays a list of all template dashboards. Displays a list of all user dashboards. Adds a new dashboard template. User Guide 21-23

255 Chapter 21 Field or Button Modify Details Clone Delete Modify Gadgets Assigned Users Description Changes the name, description and category of a template or user dashboard. The "No Category" category cannot be modified from the Dashboard interface, however a System Administrator can modify the category name from Administration Customization Translations (Caption Family LandingPage, Caption Code BlankCategory). A category containing dashboards cannot be deleted. Copies a template or user dashboard as a template. Deletes a template or user dashboard. Adds, removes, modifies gadgets on a template or user dashboard. Assigns users and teams to a template. The Assigned Users tab is active when you select a dashboard template. Adding a dashboard template User Requirement: Information Manager rights 1. Click the My CRM Dashboard tab. 2. Click Template Dashboard Templates New. 3. Set the type to Flexible or Fixed layout. This defaults to Flexible. The type cannot be switched once the dashboard has been added. 4. Add a name, description, and category to the template. 5. Click Save. The template dashboard is displayed in the list of templates. You can open the new template and add gadgets to it by clicking Modify Gadgets. Assigning users to a dashboard template User Requirement: Information Manager rights 1. Click Templates Dashboard Templates. 2. Ensure Template is selected. 3. Highlight the dashboard you want to assign users to. 4. Click the Assigned Users tab. 5. Click the Assign button to populate the list of users and primary teams. 6. Use the Filter by field to search for users or teams. This is a "Begins with" search. 7. Select the check boxes next to the users and/or teams that you want to assign the template dashboard to Sage CRM

256 Chapter 21: Interactive dashboard 8. Click Assign. A check mark icon is displayed next to each assigned user or team. Each assigned user or member of the assigned team can access the dashboard from the dashboard drop-down. A user added to a team at a later date automatically gets access to all dashboards already assigned to their team. Modifying a dashboard template User Requirement: Information Manager rights 1. Click the My CRM Dashboard tab. 2. Click Template Dashboard Templates. 3. Ensure Template is selected. 4. Highlight the dashboard you want to modify. 5. Click Modify Details to change the name, description, or category of the dashboard. 6. Click Modify Gadgets to change the gadgets on the dashboard. The template dashboard is displayed with a message that changes may affect other users. Any users assigned to the template will see the changes next time the assigned dashboard is accessed. While you're working on new templates, you may find it useful to create a new category of dashboards called "Drafts" or similar. This makes it clear to other users that these dashboards are "work-in-progress". Deleting a dashboard template User Requirement: Information Manager rights 1. Click Template Dashboard Templates. 2. Ensure Template is selected. 3. Highlight the dashboard you want to delete. 4. Click Delete. A message is displayed asking you to check for assigned users, and informing you that this action cannot be undone. 5. Click OK to delete the dashboard template. The dashboard template is removed from the Dashboard Templates list and from the dashboard lists of all assigned users. If a user was in the middle of working with an assigned dashboard, they can continue to do so until they navigate away from that dashboard. Managing user dashboards User Requirement: Information Manager rights 1. Click the My CRM Dashboard tab. 2. Click Template Dashboard Templates. 3. Ensure User is selected. A list of all user dashboards is displayed, grouped by user. 4. Highlight the dashboard you want to view, modify, or delete. 5. Select the action to carry out on the user dashboard. For example, click Modify Details to User Guide 21-25

257 Chapter 21 change the category that the dashboard is stored under. 6. Click Save. This feature can be useful if a user has added content to their dashboard which is preventing them from logging on to Sage CRM.The System Administrator can delete the user dashboard (without opening it), so that the user can regain access to CRM. Adding a template gadget User Requirement: Information Manager rights 1. Click the My CRM Dashboard tab. 2. Click Template Gadget Templates New. 3. Select the type of gadget you want to add. For more information, see Gadget quick reference (page 21-8). 4. Complete the gadget wizard steps. The new gadget is displayed in the gadget templates list and is available for selection by users. Modifying a gadget template User Requirement: Information Manager rights 1. Click Template Gadget Templates. 2. Highlight the gadget you want to modify. 3. Click Modify. The first step of the gadget wizard for the current gadget is opened. 4. Make the changes to the gadget. 5. Click Finish. The updated gadget is displayed in the gadget templates list and is available for selection by users. Changes to gadget templates only affect the gadget template itself, not any instances of the gadget on template, assigned, or personal dashboards. Deleting a gadget template User Requirement: Information Manager rights 1. Click the My CRM Dashboard tab. 2. Click Template Gadget Templates. 3. Highlight the gadget you want to delete. 4. Click Delete Gadget. A warning message is displayed informing you that this action cannot be undone. 5. Click OK to delete the gadget. The gadget is removed from the gadget templates and is no longer available for selection by users. Deleting a gadget template only removes the instance of the gadget from the gadget templates list, and not any instances of the gadget on template, assigned, or personal dashboards. Adding an SData feed template User Requirement: Information Manager rights 1. Click the My CRM Dashboard tab. 2. Click Template SData Feed Templates New Sage CRM

258 Chapter 21: Interactive dashboard 3. Enter a short description for the feed in the Feed Name field. 4. Type a valid SData schema URL in the Feed URL field. A valid SData schema URL takes the format: http[s]://server[:port]/sdata/application/contract/resource kind/$schema For more information on constructing custom SData feeds, see the Developer Help. 5. Set up the User Name and Password for a feed requiring authentication. Setting the authentication on the gadget prevents the user from being prompted for logon details each time the secure feed is accessed. 6. To assign teams or users to the SData feed, click the Assigned Users tab. 7. Select the check boxes next to the users and/or teams that you want to assign the SData feed template to. 8. Click Save. Each assigned user or member of the assigned team can access the SData feed from Step 1 of the SData gadget wizard. User Guide 21-27

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260 Chapter 22: Classic dashboard What is the classic dashboard? Setting up a new classic dashboard Changing content directly from the classic dashboard page Editing classic dashboard details Modifying classic dashboard content Adding saved searches to a classic dashboard Adding favorite reports to a classic dashboard Adding report charts to a classic dashboard Setting up a classic company dashboard Modifying the content of the classic company dashboard What is the classic dashboard? The classic dashboard is a customizable page that contains information most relevant to your daily work. For example: A snapshot of companies you most often work with. A list of high priority cases assigned to you. Outstanding appointments. A list of recently viewed leads. A pie chart of opportunities by territory. You can define: What information you want on your page based on a predefined list of content. A preference for displaying the Dashboard tab as the first page you see after logging on. More than one dashboard in CRM. Your default dashboard. Setting up a new classic dashboard 1. Click My CRM Dashboard. If the System Administrator has not set up a standard dashboard, the Dashboard Details page is displayed. If a standard dashboard has been set up, then the Dashboard page displays the content from the default dashboard. If this is the case, click New Dashboard to create a new dashboard. If multiple dashboards already exist, but no default has been set, then the system displays the first dashboard in the drop-down list. If this is the case, click New Dashboard to create a new dashboard. User Guide 22-1

261 Chapter 22 If you're viewing an interactive dashboard, click Classic Dashboard, then add the new dashboard. 2. Enter a name for the new dashboard. If a dashboard with the same name already exists, a warning prompt is displayed, however you can still add a new dashboard with the same name as an existing dashboard. 3. Select Set As Default to make this the default dashboard. Set As Mobile Dashboard makes the dashboard available on mobile devices. Dashboard Details page 4. Click Continue. The Dashboard Content page is displayed. The Dashboard Content page is divided into the Available Content panel and the Selected Content panel. Click Add next to the item in the Available Content list to add it to the Selected Content panel. Use the Filter By drop-down list to narrow down the list of all content to view content by area, for example, all content related to Opportunities. Use the Blocks radio buttons to filter the list of all content to view content by narrow or wide widths. The System Administrator is responsible for defining the width of the content. 5. Select and add the content to the Selected Content panel. To remove a selected content item, highlight the item in the Narrow or Wide content list, and click the Remove button to the right-hand side of the Narrow or Wide content list. You can also remove a selected content item by clicking the Remove button next to the item in the Available Content panel. To change the order of a selected content item, highlight the item, and click the up and down arrows to the right-hand side of the Narrow or Wide content list. Narrow columns are displayed by default on the left-hand side of the Dashboard page. You can switch this by selecting the Right radio button at the top of the Select Content panel. If only wide content is selected, it is displayed spanning the whole width of the Dashboard page. The double arrows moves a content item to the top or bottom of the list of Selected Content. Click Clear to clear all the selected content in the Narrow or Wide content list. 6. Click Save. The new dashboard is displayed. The Dashboard toolbar is displayed in the top left-hand side of the Dashboard page, showing the dashboard you created in the drop-down list. Dashboard toolbar 22-2 Sage CRM

262 Chapter 22: Classic dashboard You can use the Dashboard toolbar to set up another dashboard, modify the existing dashboard, and switch between existing dashboards. To print your dashboard, click Print. You can set the Dashboard page to be the first page you see when you logon to CRM by selecting Dashboard from the Log Me Into field on My CRM Preferences. Changing content directly from the classic dashboard page You can minimize, restore, or remove dashboard content by clicking the icons in the top righthand corner of the content panel. You can change the columns that appear on content panels, and reduce the size of wide content panels, where you see the Customize Columns icon in the top right-hand corner of the content panel. Note: If you remove columns on a content panel, they will stay hidden, even if you remove the entire dashboard content panel, and replace the content panel later on. To unhide columns, click the Customize Columns icon and check the boxes next to the hidden columns. When a list of content is longer than 10 records, or longer than the Grid Size set in My CRM Preferences, then a View All option is available. Click it to view all the records of this content panel in a new browser window. When a Calendar or Tasks list is longer than 10 records, or longer than the Grid size set in My CRM Preferences, then a View Calendar option is available. Click it to access the Calendar tab. Editing classic dashboard details Click Edit Dashboard Details to change the dashboard name or the default settings: To return to the Dashboard page, click Save. To display the Dashboard Content page, click Continue. To reset a standard Dashboard to the system default, click Reset Standard Dashboard. Note: When you edit a standard Dashboard, you're making your own personal version of the Dashboard. This doesn't affect other users' standard Dashboards in any way. To delete a Dashboard, click Delete. You can only change the name of a dashboard, or delete a dashboard that you have created. You cannot change the dashboard name of or delete a standard dashboard created by your System Administrator. Modifying classic dashboard content 1. Click My CRM Dashboard. 2. Click the dashboard you want to modify from the drop-down list at the top of the page. 3. Click the Modify Dashboard icon. The Dashboard Content page is displayed. 4. Modify the content. 5. Click Save. The modified dashboard is displayed. User Guide 22-3

263 Chapter 22 Adding saved searches to a classic dashboard All users can set up saved searches. Saved Searches can then be selected from the list of Available Content to display on a dashboard. To make a saved search list available on the dashboard: 1. Set up a saved search. For example, all companies in the city of New York. 2. Click My CRM Dashboard, and click Modify Dashboard. The Dashboard Content page is displayed. 3. Click the Saved Search category from the Filter By drop-down list. The saved search you created is displayed in the list of Available Content. 4. Click the Add button next to the saved search you created. 5. You can also select Saved Search Summaries from the Available Content list. This displays a count of the number of records in each of your saved search. 6. Click Save. The dashboard page is displayed, showing the Saved Search list you created. Adding favorite reports to a classic dashboard All users with access to Reports, can select reports they run frequently as "favorite" reports. These reports can be run from the dashboard if the Favorite Reports content item is selected. To run a favorite report from the dashboard: 1. Make sure you have at least one report set as a Favorite report. 2. Click My CRM Dashboard, and click Modify Dashboard. 3. The Dashboard Content page is displayed. 4. Click the Other category from the Filter By drop-down list. 5. Click Add next to the Favorite Reports content item. 6. Click Save. The dashboard page is displayed. The Favorite Reports content panel is displayed on the dashboard with all of your favorite reports. 7. Click the report you want to run. The report Display Options are displayed in a new window. 8. Confirm the Display Option, for example, Screen, and click Go. The report output is displayed in a new browser window. Adding report charts to a classic dashboard User Requirement: Info Manager Administration Rights Users with Information Manager security rights can create new reports and modify existing reports. If Available On Dashboard is selected in the Chart Options panel of the Report Options, Step 2 of 2 page, the chart is displayed for selection by the user in the Report Charts category on the Dashboard Content page. 1. Edit an existing report, and navigate to the Chart Options panel on the Report Options, Step 2 of 2 page Sage CRM

264 Chapter 22: Classic dashboard 2. Check the Available On Classic/Interactive Dashboard checkbox on the Chart Options panel, and complete the other Chart Options fields. Note: This checkbox isn't available on the Chart Options panel of Historical reports. 3. Click Save. 4. Click My CRM Dashboard, and click Modify Dashboard. The Dashboard Content page is displayed. 5. Select Report Charts in Filter By. 6. ClickAdd next to the Report chart you added. If the Report Chart comes from a report with multiple saved searches, then a Report chart panel is available for selection for each saved search and for the full report. 7. Click Save. The dashboard page is displayed. The report chart is displayed on the dashboard. You can click the View Full Report In New Window icon to view more of the report. This icon isn't available on "standalone" chart content panels. These can be identified in the content lists by the prefix "Chart". Built-in animation means that you can watch charts grow as they is formed. You can also interact with charts once they are drawn for example, highlighting slices and rotating pie charts. For more information on interacting with charts, see Running a report (page 10-1). Setting up a classic company dashboard The Dashboard tab within the Company context can be used to display a management overview of customer information. Once a Company dashboard is set up, the same dashboard will be available from the Company context page of all companies. 1. Within the context of a company, click the Dashboard tab. If the System Administrator has not set up a standard company dashboard, the Dashboard Content page is displayed. If a standard Company dashboard has been set up, then the Dashboard page is displayed, showing the content from the standard company dashboard. If this is the case, click Modify Dashboard to review the existing content. 2. In the Available Content panel, click Add beside the content panels you want to add to the dashboard. The selected content is listed in the Selected Content list. 3. Click Save. The Company Dashboard is displayed. Click Reset Standard Dashboard to revert to the Standard Company Dashboard, set up by the System Administrator. Modifying the content of the classic company dashboard 1. Within the context of a company, click the Dashboard tab. The Dashboard page is displayed 2. Click Modify Dashboard. The Dashboard Content page is displayed. 3. Make the changes you require. 4. Click Save. The Company Dashboard page is displayed with the changes you made. User Guide 22-5

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266 Chapter 23: Preferences User preferences Preference fields Changing preferences User preferences User preferences let you control how information is displayed. For example, if you work in the customer service team, you're probably most interested in the status of existing cases. You can change your user preferences so your current open cases are displayed whenever you log on to Sage CRM. You can and reset your password on your User Preferences page. The Install CRM Outlook Integration / Install CRM Outlook Exchange Integration button is displayed on the Preferences page. For more information, see Downloading the Outlook plug-in for Classic Outlook integration (page 8-1)Installing the Outlook Plug-in for Exchange Integration (page 7-7). Preference fields The table below describes the standard user preference fields. Field Log Me In To Description Set the first page you want to see when you log on. For example, Dashboard, Calendar, or Opportunity list. Empty Recent List For Each Session Select Yes to empty the Recent list each time you log off. The Recent list provides quick access to the most recent records you've visited in Sage CRM. Recent List Activation By Pop Out List Activation By Choose how to open the Recent list. You can Click or Hover. Please refer to Appointments and tasks (page 5-1) for more information. Choose from Hover or Click. You can hover or right-click the menu buttons to activate the pop-out lists. User Guide 23-1

267 Chapter 23 Field My Default Find Screen Description Set the Find screen that appears at the beginning of a session. Note that the system "remembers" your last Find, until you change it. This means you can set your default Find screen to be Company. However, as soon as you search by Person, the next time you press Find, the person Find page is displayed. Show Solutions In My CRM Display the Solutions tab in the My CRM Main menu. The System Administrator must give you rights to view Solutions. Show Outbound Calls In My CRM Display the Outbound Calls Lists tab in the My CRM Main menu. Currency Set the currency you want to work with. This is implementation dependent. Show Leads Pipeline Display or hide the leads pipeline on the Leads tab within My CRM and Team CRM. Show Opportuniti es Pipeline Display or hide the opportunities pipeline on the Opportunities tab within My CRM and Team CRM. Show Cases Pipeline Display or hide the cases pipeline on the Cases tab within My CRM and Team CRM. Grid Size Screen Position Set the default maximum length of lists and grids on a page. Display the New screen in Normal or Popup view. If you're working with Sage CRM in Outlook, the New screen is always displayed in a popup window Sage CRM

268 Chapter 23: Preferences Field Line Item Screen Position Description Display the Line Item screen in Popup or Split view. Report Print Preview Default Page size Set the default page size used on the Report Display Options page for reports in PDF format. Report Print Preview Default Orientation Set the default orientation (portrait or landscape) used on the Report Display Options page for producing a report in PDF format. On-screen Coaching Set how on-screen coaching is displayed. On. Turn coaching on for all screens for which coaching is available. Off. Turn all coaching off. MinimizedCoaching is minimized until you click Maximize On-screen Coaching. Customized. Allow users to minimize onscreen coaching on some screens, and leave it maximized on others. Single- Column Calendar Set to Yes, the calendar uses a single-column format. Set to No, the daily view can be displayed in an Outlookstyle view with equal spacing between vertical time slots. If you've multiple appointments at the same time, they are placed in columns next to each other. Number of Calendar Columns Set the maximum number of columns in the calendar when the previous setting is set to No. When this number is exceeded, the calendar reverts to a single-column format. Full Menu in Outlook This field applies to Classic Outlook integration using Outlook 2007 only. User Guide 23-3

269 Chapter 23 Field Preferred Theme Description Customize the look and feel of the user interface. Your System Administrator defines which themes are available to you. Log off and on again to apply the new theme. Note: Themes don't apply to System Help and Self Service. CSV File Export Delimiter Set the CSV delimiter as comma, semi-colon, or tab for files you export to CSV. When you click Export To File, for example on a list of Company records, the CSV file uses the delimiter you have set. This setting also impacts data uploads from CSV files. The delimiter in the import file must match the delimiter set here. Default Screen For Company Set the first tab you want to see when you open a Company record. Choose the Summary tab or the Interactive Dashboard tab. Default Template Set a default template. This is used automatically when you create a new in Sage CRM. Default Address Set the default From address used on the New screen. This works only if you're allowed to send s from other accounts. Default Tablet Version Set to Desktop Version to use the desktop version of Sage CRM on a tablet device. Set to Tablet Version if you want to use the Tablet theme from a tablet device. Calendar View Set the default Calendar view. For example, Day, Month, Week, Year. Calendar Start Time Set the start time of the Calendar view on communications. This also adjusts the shaded area in the meeting planner. Calendar End Time Set the end time of the calendar view on communications. This also adjusts the shaded area in the meeting planner Sage CRM

270 Chapter 23: Preferences Field My Week Starts On Description Set the first day of the weekly calendar view. Date Format Date format preference. For example, select mm/dd/yyyy to see the date in Month/Day/Year format. Use AM/PM Time Zone Decimal Point Decimal Places Thousand Separator Default Targets For High Priority Reminder Messages Select Yes to use AM/PM time format, or select No to use 24hr format. The zone you select must match your computer settings. Each user's timezone must be set. This is especially important if you want to synchronize with Microsoft Outlook. There are 75 timezones to choose from. The one you select defines what daylight settings are used. All times are relative to the logged on user. For example, a meeting made at 09:00 GMT by one user appears at 10:00 to users in +1:00 GMT. The System Administrator sets the server timezone. Set the decimal point. For example, period [.] or comma [,]. The preferred number of decimal places to be displayed. For example, 2. Note: The maximum number of decimal places is 6. Set the thousand separator. For example, period [.] or comma [,]. Set the way a reminder is sent out for a high priority Communication. You must select Send Reminder Message first. For more information, see Appointments and tasks (page 5-1). User Guide 23-5

271 Chapter 23 Field Default Targets For Normal Priority Reminder Messages Description Set the way a reminder is sent out for a normal priority Communication. You must select Send Reminder Message first. For more information, see Appointments and tasks (page 5-1). Default Targets For Low Priority Reminder Messages Set the way a reminder is sent out for a low priority Communication. You must select Send Reminder Message first. For more information, see Appointments and tasks (page 5-1). Changing preferences 1. Click the Preferences tab.the Preferences page is displayed. 2. Click Change. 3. Make your changes to the user preference fields. 4. Click Save. To return preferences to the default settings, click Set To System Defaults Sage CRM

272 Chapter 24: Writing reports Introduction to writing reports Creating and managing a report category Moving a report to a different category Creating a list report Report fields and buttons Chart styles Adding a chart to a report Creating a cross tabular report Creating a historical report Cloning a report Adding a new report style Deleting a report Introduction to writing reports User Requirement: Information Manager rights When creating a new report, you can make use of the following features in the report editor: An extensive list of Report Sources, which you can expand using the Views Customization functionality. A choice of List, Cross Tabular, or Historical report types. Set the number of Rows Per Page on list reports to improve the layout of the report output. The ability to add a chart to the report. The ability to use of sums, averages, groups, and record counts. The ability to format data to make use of hyperlinks and number formats. Display header and footer information, such as the user who has run the report and the date/time it was run. Create private reports, available only to you. Creating and managing a report category User Requirement: Information Manager rights A user with rights to create new reports can create new report categories. 1. Click My CRM Reports. 2. Click New Report Category. The New Report Category page is displayed. 3. Enter a name and a description for the new report category and click Save. The new report category is displayed. User Guide 24-1

273 Chapter To translate the report name and description into other languages, click Administration Customization Translations. You must be a System Administrator to delete a report category, change the order of the report categories, or change the report category icon. These changes can be made in Administration Advanced Customization System Menus. For more information, see the System Administrator Help. Moving a report to a different category 1. Click My CRM Reports. 2. Select the category that contains the report you want to move. 3. Click Edit for the relevant report. 4. Select the new report category from the Report Category drop-down menu. 5. Click Continue. The Search Criteria for Report page is displayed. 6. Click Continue. The Report Options, Step 2 of 2 page is displayed. 7. Click Save. The report is moved to the selected report category. Creating a list report User Requirement: Information Manager rights This example creates a list report showing people and their associated contact details. Report columns should include: Person : Last Name Person : First Person : Salutation Person : Title Address : City Person : Business Person : Area Code Person : Phone Company : Company Name Further specifications include: Sort On Person : Last Name, Company : Company Name Search Criteria Person : Title Code, Company : Territory, Company : Account Manager 1. Click Reports. 2. Select the category in which you want to create and save your report, for example, General. 3. Click New. The Report Options, Step 1 of 2 page is displayed Sage CRM

274 Chapter 24: Writing reports 4. Complete the Report Details panel. When you click Source View, the page expands to show the Click Column panel, and a panel showing lists of columns for content, searching, sorting and grouping. 5. Select the columns to use for the report contents. To use a column for the Search or Sort or Group By criteria, click the corresponding button. For more information, see Report fields and buttons (page 24-3). 6. Click Add Key Attribute Data. A pop-up window, Add Key Attribute Data, is displayed. 7. Select the column, field, and entity to report on, then add to either the Report Contents, Search Criteria, or both. 8. Click Continue to return to the Report Options, Step 1 of 2 page and click Continue to proceed to the next stage. The Search Criteria for Report page is displayed. 9. Specify search criteria. For example, only People where you're the Account Manager. 10. Click Continue. The Report Options, Step 2 of 2 page is displayed. The page consists of multiple report formatting fields. For more information, see Report fields and buttons (page 24-3). Title Settings Header Settings Summary Settings Footer Settings Sort Orders Column Formatting Chart Options 11. Complete the information on the panels and click Save. The new report is displayed in the list of reports. 12. To run the report, click Run or click the report. The Search Criteria page is displayed. 13. Select your search criteria and click Run to continue, or Save to save the selected search criteria before continuing. The report is displayed in a new browser window. The search criteria are displayed at the top of the report output. Report fields and buttons User Requirement: Information Manager rights Report Details panel fields Field Name Description The name of the report. This must be unique within all users and categories. User Guide 24-3

275 Chapter 24 Field Source View Description The name of the view used for this report. The source view provides the database source of the fields contained in a report. You can typically select the Summary view of the main entity for which you're creating a report, for example, Opportunity for an opportunity report. This should give you the fields you need. More on source views... A view is a selection of fields from a number of tables. For example, a Customer Service report may need to display data from both Case and Company tables. To decide which view to use, first identify what fields you need to use, and then look at what tables / entities these fields are on by looking at the fields in Sage CRM. For example, for an opportunity report, do you need to display any Company fields? Look at the list of views in the Source View selection list to see what view would most suit your field selection. Selecting on one of these will display the fields in this view. If no suitable view exists in the system,then the Sage CRM Administrator can create a new view or can edit an existing one to add all the required fields. Please see View Customization in the System Administrator Guide for more details. Report Type Report Style Select from List, Cross Tab, or Historical. Select from Standard With Grids or Standard Without Grids. The gridlines appear on the chart section of your report output. The System Administrator can define further styles and make them available from this field Sage CRM

276 Chapter 24: Writing reports Field Rows Per Page Description This setting is displayed for list reports on onscreen output only. Set the number of rows per page. When this setting is set, the first page is displayed as soon as it is generated, with arrows at the top to go to the next or last page. If you click Next or Last page before that page has been generated, a message is displayed, advising that the page is not yet ready. Once the whole report has been generated, a Go To page icon is displayed at the top of the page. Note: The rows per page setting doesn't count the report header, title, and footer as rows. For example, 20 rows per page means 20 rows of data per page, including total lines, blank lines, and charts. A Print Preview icon is also available, which opens a new window containing the full report as a PDF. Description A free text description of the report. Private Report Select this option to make a report you created private.other users will not see the report in the Report list. Auto Hyperlinking Create links from the report contents to the relevant records in Sage CRM. For example, click a company name on the Report Output page to open the company's summary page. More on Auto Hyperlinking... Auto Hyperlinking only applies when the report is run onscreen. This field is not available for historical and cross tab reports. The hyperlinks are only available on some fields. These fields are predefined in Sage CRM for each entity. User Guide 24-5

277 Chapter 24 Field Show Original Currency Values Filter By Current User Filter By User s Primary Team Filter By User s Home Territory Select Distinct Values Description Display the currency values entered in the system, rather than your own preferred currency. Only available if working with multi-currency systems, if the Single Currency field is set to No in Administration Data Management Currency Configuration). Note: Currency fields display in reports to the decimal precision defined by the System Administrator in the Base Currency. Numeric fields display in reports to the decimal precision defined in My CRM Preferences. Allows the user creating the report to limit the returned data to be applicable to the current logged on user. For example, the report output of a Communication List report, will automatically be restricted to show Communications scheduled for the logged on user. Allows the person creating the report to limit the returned data to be applicable to the logged on user s Primary Team. For example, the report output of an Opportunity List report will automatically be restricted to show Opportunities assigned to the Primary Team of the logged on user. Allows the person creating the report to limit the returned data to be applicable to the logged on user s Home Territory. For example, the report output of an Opportunity List report will automatically be restricted to show Opportunities in the Home Territory of the logged on user. Removes duplicate rows in the report output. For example, if you have a report that lists all companies that have "High" priority Cases, and there are two high priority Cases with the company Design Right, Design Right appears twice in the report output. However, if you choose the option Select Distinct Values for this report, Design Right only appears once. Select Column panel buttons These are on the Report Source page. Add To Report Contents. Adds the column to the Report Contents list. These will make up the report columns (the first item in the list will make up the first report column on the left hand side of your report, the second item the next column along, and so on) Sage CRM

278 Chapter 24: Writing reports Add To Search Criteria. Adds the column to the Search Criteria list. These will be the criteria that you can filter your report output by. In the example above, selecting Assigned To as a search criteria means that when you run the report, you can decide to view opportunities for just one or a selection of Sales Reps. In the report designer, you cannot delete fields from the Search Criteria list if the report has saved searches. Please refer to the Saving report search criteria (page 10-4) for more information. Advanced Find. Allows you to use the Advanced Find feature to create the report. When Advanced Find is selected the next screen displayed will be the Advanced Find page, where you can create complex queries to return specific report results. For more details on using advanced find, please refer to Using Advanced Find (page 3-5). Add To Sort On. Adds the column to the Sort On list. The report will be sorted by this column. If there are multiple columns in this list, the report will sort first by the column at the top of the list, then by the next column. Note that if you have added Group By columns, these will make up the "primary" sort order. The columns within the Sort On list determine the sort order within the group. Add to Group By. Adds the column to the Group By list. The report results will be grouped by the columns in this list. In the above example, the opportunity list is grouped by Sales Rep (Opportunity Assigned To). Note that you do not need to select the Group By column as one of the Report Contents columns. The Group By selection creates its own column as the very first left hand column of the list report. Add Key Attribute Data. Key Attribute data can also be added to the report. For example, if you have Key Attribute data set up to track subscribers to a Partner Newsletter, this can be included in the report contents. Report Formatting panel fields Field Title Description The title displayed on the report. This is also the name of the Chart gadget on the Interactive Dashboard. If you clone a report with a chart in it, you should update the chart title in the cloned report. User Guide 24-7

279 Chapter 24 Field Left Content (Header) Description The header appears at the very top of the report before any other details. The header and footer are divided into three sections; left, center, and right. The same set of options can be displayed on each section: Centre Content (Header) Right Content (Header) Date. Current date, formatted according to the user's preferences. Date Time. Current date and time formatted according to the user's preferences. Logo. Displays a logo. The logo must be a file called LOGO.JPG for onscreen output, or PDFLOGO.JPG (usually a higher resolution image) for Adobe PDF output.these are located in the Reports directory. The logos aren't used in CSV or MS Excel output. Page Number. Displays the page number on HTML and Adobe reports. Report Title. Displays the title of the report. Time. Current time, formatted according to the user's preferences. User Name. The name of the user who's running the report. For more information on customizing FusionCharts, please refer to Customizing Report Charts in the Themes section of the System Administrator Guide. Show Summary Data If checked, the grand totals are displayed. Left Content (Footer) Centre Content (Footer) The footer appears at the very end of the report underneath all other details. See above. See above Sage CRM

280 Chapter 24: Writing reports Field Right Content (Footer) Description See above. Group Orders Sort Orders Column Formatting This section is only displayed if columns have been added to the Group By list on the Report Options, Step 1 of 2 page. See "Sort Orders" below for an explanation of the three columns. This section is only displayed if columns have been added to the Sort On list on the Report Options, Step 1 of 2 page. Each field is listed in a grid in three columns. The first column displays the name of the field and the second column displays a check box with the column heading "Descending". If this check box is selected, the field is sorted in descending order. The default is in ascending order. The third column gives you the option to sort by Caption Order or by Translation Order. When you create drop-down list captions, it is possible to specify the order that they appear in using the Caption Order field in Translations. This is the order that will be used if you select Caption Order. Translation Order is the alphabetical order of the actual translation of the column in the language of the user running the report. If neither is selected, the default is alphabetically on the Caption Code. This section lists all of the columns (except Group By columns) that are displayed on the report. For each field listed there are three options. The first option is the name of the field, the second option allows you to specify a total for the column. There are five types of totals, Average, Count, Maximum, Minimum, and Sum. All five types are available if the field is a numeric field. For non-numeric fields only Count is available. The third option is for alignment, there is a radio-group with three options: left-justify, center-justify, and rightjustify. User Guide 24-9

281 Chapter 24 Chart Options panel fields Field Show Chart Available On Classic/Interactiv e Dashboard Chart Style Show Legend Legend Alignment Description Check to show a chart. When checked, the chart is available for selection from the Report Charts category on the Classic or Interactive Dashboard. Refer to Adding report charts to a classic dashboard (page 22-4) or Chart gadget (page 21-10) for more information. The type of chart you want to display. Available styles include Point, Fast Line, Line, Bar, Area, Horizontal Bar, Pie, Doughnut, Pyramid, Funnel, Stacked, Gauge, and Combination. Please refer to Report fields and buttons (page 24-3) for examples. Toggles the legend display on or off. Aligns legend bottom, top, left, or right. Value Label Function Category Indicates what column is to be used for the left axis of the chart. Chart label for the left axis. If this is blank the translated field name is used. Indicates what totaling function to use on the left field. The returned values of the left field must be numeric. Valid options for this field are Average, Count, Minimum, Maximum, and Sum. Only numeric fields have all five options, non-numeric fields have the Count option only. Because the returned value must be numeric, non-numeric fields always have the Count option selected. Numeric fields can also specify no totaling since the underlying field value is numeric. The field to be used for the bottom axis of the chart Sage CRM

282 Chapter 24: Writing reports Field Label Function Line Label Function Group By Multi-Bar Segment 1 Lower Limit % Description The caption to be used for the bottom axis. If this is blank the translated field name is used. Only applicable if the Category field is a date/time field. Allows the value of the field to be split up into date ranges like month names. Indicates the column to be used for the line on a Combination chart. Chart label for the line on a Combination chart. Indicates the totaling function used for the line on a Combination chart. Valid options for numeric fields are Average, Count, Minimum, Maximum, Sum, and Value (no totaling function). Non-numeric fields must be set to Count because the returned value must be numeric. If a Group By option was selected in the Report Options Step 1 of 2 page, this field is displayed on the Chart Options panel. It displays a separate chart per grouping. If the Group By field is filled in the Chart Options, a further field, Multi-Bar, is displayed. This displays all the groups on each chart. The starting value of the first partition in the gauge chart. This is a percentage of the target value. For example, if your target is 100%, you might set the lower limit to 33%. Set the color of the first partition in Segment 1 Color and the name of the partition in Segment 1 Caption. User Guide 24-11

283 Chapter 24 Field Segment 2 Lower Limit % Segment 3 Upper Limit % Segment 1 Color Segment 2 Color Segment 3 Color Segment 1 Caption Description The starting value of the second partition in the gauge chart. This is a percentage of the target value. For example, if your target is 100%, you might start the second partition at 66%. The end value of the second partition is your target which is automatically taken from your forecast for the relevant period. For more information, see Forecasts. Set the color of the second partition in Segment 2 Color and the name of the partition in Segment 2 Caption. The end value of the third partition in the gauge chart. This is a percentage of the target value. For example, if your target is 100%, you might end the third partition at 133%. The starting value of the third partition is your target which is automatically taken from your forecast for the relevant period. For more information, see Forecasts. Set the color of the third partition in Segment 3 Color and the name of the partition in Segment 3 Caption. The color of the first partition in the gauge chart. The color of the second partition in the gauge chart. The color of the third partition in the gauge chart. The name of the first partition in the gauge chart. Segment 2 Caption Segment 3 Caption The name of the second partition in the gauge chart. The name of the third partition in the gauge chart Sage CRM

284 Chapter 24: Writing reports Chart styles Chart Style Example Point, FastLine, Line Bar Area User Guide 24-13

285 Chapter 24 Chart Style Example HBar Pie Doughnut Pyramid Sage CRM

286 Chapter 24: Writing reports Chart Style Example Funnel Stacked Bars are stacked on top of each other to display grouped data. It provides a wider view of data than a regular bar chart. A stacked chart is useful in an Open Activities activity report to show several actions that occurred on a particular day or date. Gauge Partitions on the chart indicate three ranges in relation to a target value; below, approaching, exceeded. The gauge needle indicates the current value. A gauge chart is useful in an Actual vs Target sales report to show how your actual sales compare to your forecasted sales for a particular period. You could also use a gauge chart in a customer service report to show how you're performing against your SLA target. User Guide 24-15